Customer Service Representative

Leominster, MA

Post Date: 09/18/2017 Industry: Manufacturing Pay Rate: 18.00
  1. Responsible for order entry, account management, and/or customer inquiries for assigned accounts.   Will assist additional customers as back-up when other CSR’s are unavailable.
  2. Review inventory and item availability with Production Scheduler.
  3. Responsible for communicating order acknowledgements, changes, and cancellations to both customers and BWAY employees.
  4. Review plant delivery schedules vs. requested dates to resolve conflicts when they arise.  Track and communicate changes and potential service issues to the customer.
  5. Monitor and track on-time/in-full shipments (OTIF), as well as other assigned key performance indicators (KPI) on daily report.
  6. Responsible for notifying sales and operations of unresolved service issues along with suggested corrective action.
  7. Field inbound quality concerns from customers and forward to Quality Manager.
  8. Manage the issuing of debit, credits, and return authorizations, upon approval from the appropriate department.
  9. Assist outside Sales Force with inquires related to:  product availability, sample requests, updated account status, etc.
  10. Assist with other tasks as assigned by management.
  1. 3-5 years experience in customer service.
  2. Associates Degree preferred.
  3. Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet.
  4. SAP experience/knowledge a plus.
  5. Familiarity with sales concepts, practices and procedures in a Manufacturing environment.
  6. Ability to effectively communicate both internally and externally customer requirements.
  7. Ability to multi-task.
  8. Strong organizational skills.
  9. Must be reliable, efficient and flexible.
  10. Excellent communication skills, both oral and written
  11. Positive, self-starting and forward thinking.

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