Customer Service Representative - Pollock Orora Corp

 

 

At Orora, we believe our packaging touches lives and together, we, together as a team, deliver on the promise of what’s inside. From custom packaging design and packaging materials, to prototype development and manufacturing, packaging automation and equipment, kitting and fulfillment, global sourcing, and full service warehousing and logistics, our packaging consultants develop cutting-edge, innovative solutions that take a product from concept to consumer.  It is with this passion and commitment to innovation, we believe in hiring and developing the very best talent by living our core values of Teamwork, Passion, Respect, and Integrity every day.  These core values define who we are and how we operate. They shape the way we work with each other, with our customers, and with our communities. Every day, we deliver packaging solutions that exceed our customers’ expectations while solving complex problems as a team.  We believe that all team members (irrespective of their role or level), should aspire to distinctive leadership behavior, as we continue to deliver on the promise for our customers, shareholders and each other. Leadership is not tied to a job title, i.e. you don’t need to be accountable for a team to be considered a leader.

 

 

The Role: Customer Service Representative 

Pollock Orora is seeking a passionate Customer Service Representative to unlock the promise for our valued customers every day. To ensure our systems are the most efficient for our larger Customers, primarily national in scope and with superior service that they expect and deserve.  We pride ourselves on exceeding their expectations and handling a high volume of work in a very efficient manner.  Supports Sales at a high level of Customer account oversight, including pricing, margins, fillrates, deadstock & other duties to ensure all the requirements with the Customer are met or exceeded

 

This position will report to: Customer Care Manager
FLSA Status: Non-exempt
Location: Grand Prairie TX - Hybrid

 

What You’ll be Responsible For in this Role

 

• Understanding and overseeing the New Store Openings and follow up with inventory status, deliveries and POD’s for those orders.
• Must have a high-level relationship with all Divisions and Sales throughout the Company on these accounts to include working with warehouses on prioritizing and making sure all shipping expectations are met.
• Learn the process of all internal functions of orders, billing, deliveries, collections and deadstock & back orders as a back-up and as needed.
• Work in tandem with Sales on pricing, GTM management and some contract renewals, as needed.
• Help manage Pollock Advantage (on Line Ordering Platform) Account Alignments to insure everything is properly updated per Customer’s request.
• Manage all catalog updates and regular changes as needed.
• Take the lead in new material set ups and managing transitional items, along with sourcing and quoting as needed to assist Sales.
• Handle reporting needs associated with these accounts for Customers and internal review of business processes and profitability.
• Review daily backorders & deliveries and proactively work with Purchasing on material increases and decreases to prevent future back orders and excess inventory.  Will also include coordinating inventory amongst multiple locations.
• Assists sales in running deadstock and slow-moving reports and coordinate actions with Customer and Purchasing.
• Work closely with all related departments such as Purchasing, A/R, Merchandising, Warehouse and Transportation to ensure high Customer satisfaction and perfecting processes.
• Run freight analysis reporting on going and as needed.
• Learn the process on all shipping responsibilities which includes, creating deliveries, shipments and variants for releasing as well as making sure all deliveries are cleared from the system in a timely manner, as back-up or as needed.
•  Perform other duties and/or responsibilities as needed
•  Back up to another team member and keep processes current and documented

 

What We’re Looking For
 

Education and Experience:

• High School Diploma or GED; Bachelor’s Degree preferred
• Strong knowledge of SAP preferred
• Knowledge of Sales-i or other CRM systems
• Advanced knowledge of Excel and other MS Office products is preferred
• Minimum of 2 years Customer Service experience, more preferred

 

Knowledge, Skills & Abilities:

• Industry product knowledge helpful.
• Possess superior verbal and written communication, organizational, analytical, problem-solving and decision-making skills.
• Be able to handle an environment that consists of flexibili