Customer Care Representative

Join the IPG Team!

Are you ready to elevate your career? At IPG, we are more than just a global leader in packaging and protective solutions-we are a community that values safety, people, passion, integrity, performance, and teamwork. From tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery, we develop innovative solutions that protect the world. Now, we are expanding our global team and looking for talented individuals like you!

Position Description

Title: Customer Care Representative

Department: Customer Service

Location: Hybrid

Immediate Supervisor: Customer Service Manager or Supervisor

Status: Non-Exempt

Position Purpose: Responsible for managing the daily transactions between IPG's Customers and the Supply Chain Individual will be responsible for following all of IPG policies and procedures in the area of Customer Service.

Principle Accountabilities

• Responsible for achieving pre-agreed upon KPI and Quality Scorecard based on PMTA.
• Gain knowledge of IPG technical services, such as B2B and EDI, and encourage customer usage when applicable.
• Process product orders, sample orders and literature requests as requested by the customer.
• Expedite orders and sample orders as needed, according to IPG policy and system.
• Verify order entry accuracy by utilizing Order Review Checklist.
• Offer substitutions where appropriate.
• Work with Sales Force and Production Control in problem solving and utilize system knowledge in finding solutions to Internal and External customers' needs.
• Maintain contact with Internal and External Customers to monitor their satisfaction with regard to service and their individual, specific needs.
• Pro-actively communicate with shipping and truck lines to inquire on delivery status, pro numbers, and verification of delivery or other information as may be required for customer satisfaction.
• Resolve pricing issues, as required by the Pricing Discrepancy Policy. Provide customers timely and accurate pricing information.
• Process claims and complaints as needed; supply all pertinent information as required by the published Terms and Conditions.
• Attend and complete in-house and/or professional training as required.
• Be familiar with the use of the AS400 and PC's. Understand the basic concepts of IPG's Supply Chain systems and how they manage the flow of material.
• Daily contact with the plants, RDC's, and Central Planning Group, Logistics and other departments as necessary to discuss issues such as scheduling, Load Planning, Credit, Delivery, Converting and Sales.
• Daily pro-active communication with internal and external customers, utilizing daily review of reports to follow up on open orders.
• Perform periodic customer activity analysis of order history, open orders and status reports. Utilize this information to improve customer satisfaction and increase IPG revenue.
• Provide excellent phone etiquette with active listening skills.
• Communicate pro-actively with internal and external customers on daily review of reports to follow up on open orders.
• Follow all company policies and procedures.
• Adhere to All Customer Service Core Values.
• Perform other duties as required.

Essential Skills and Experience

• Bachelor's Degree in business or related field (preferred)
• 2 years Customer Service, or related field experience (preferred)
• Knowledge of Packaging Industry a plus
• Experienced in Microsoft Office, specifically Excel and Word.
• AS400 Experience (preferred)
• Strong Math Skills
• Strong interpersonal, verbal, written, and telephone communication skills.
• Must be personable, have a passion for people and providing excellent Customer Service.
• Must be detail orientated, results driven and conscientious.
• Ability to multi-task and work in fast paced environment.
• Must be a team player.