About Us:

BW Flexible Systems is a global manufacturer of packaging systems that fill and bag thousands of food and non-food products. Our packaging systems are designed and manufactured to maximize the efficiency and lifetime value of our customers’ packaging lines. Our range of machinery includes form-fill-seal, feeding, bag filling and sealing, pouch-making equipment, flow-wrap, reclosable packaging solutions, palletizing, stretch-wrapping and more.

 

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

 

Job Description:

GENERAL PURPOSE

The Customer Service Representative (CSR) builds and maintains relationships through frontline support of customer accounts across the US.  As a member of the Commercial Aftermarket Parts team, you are the central point of contact for inquiries, providing solutions to customers within a geographic region and escalating those requiring additional support. The CSR is involved in all phases of the sales process including quotes, orders, shipments, complaints, and payment issues. The CSR actively engages in our Lean journey, with a focus on delivering value and developing customer trust.

JOB RESPONSIBILITIES

• Responds to Request For Quote (RFQ) and marketing/online leads. Includes qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time; provide light technical support by answering questions about machine features or functions

• Analyzes quotes to identify additional sales where applicable. Solicits and records quote feedback.

• Processes customer purchase order/change orders. Includes reviewing purchase orders against quotes, contract or BWFS standard terms and conditions, resolving any discrepancies, creating sales order, supporting the resolution of credit holds, reviews sales order for accuracy and sends acknowledgement to customer.

• Manages customer open orders. Includes processing customer expedites, periodic review of open order to identify and address issues and communicating status / issues to customer.

• Liaising with manufacturing and commercial departments to gather information and resolve any issues.

• Files and maintains RFQ, quotation, customer purchase orders, and sales order acknowledgement.

• Assists customer with additional information requirement. Includes providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, website and instructions.

• Submit customer complaints; assist in the problem-solving effort to include implementing corrective actions

• Process Return Material Authorization (RMA) requests. Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved. Enters and expedites replacement orders as required.

• Supports resolution of Accounts Receivable issues with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with NA Customer Service Leader, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.

• Issue manual credits and invoices. Includes determining if an adjustment is appropriate, obtaining approval, and completing transactions with documentation.

• Monitor customer accounts: includes proactive outreach; understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales executives, RSM, customer service and product line managers) in the service and support of our customers.

• Support and actively utilize Customer Resource Management (CRM) system to maintain accurate records of all contacts, equipment, and locations

• Understands, adheres to and promotes environmental, health & safety policies and complies with BWFS business Policies and Procedure

• Other duties as assigned

JOB REQUIREMENTS

EDUCATION AND EXPERIENCE:

• High School diploma or GED

• Minimum of 3 years’ experience in customer service or sales support.