Customer Service Representative

Job Description:

• Demonstrate safety as a core value and establish a safe work environment by actively leading the safe execution of work.
• Identify and assess customer’s needs to exceed their expectations.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Communicate daily with external and internal customers.  Work toward building positive relationships between customers and ND Packaging team.
• Seek out innovative ways to meet customer expectations if request is outside of our “normal” process.
• Be knowledgeable, be able to articulate effectively regarding our industry and our specific product offerings.
• Can navigate internal process/systems to manage all aspects of customer’s requirements.
• Can work effectively with the team and other internal work teams.
• Assists customers solve problems when a challenge presents itself.
• Works with customer and Quality Manager to resolve quality issues swiftly.
• Receives quoting requests directly from customers or from ND Packaging salesperson. Completes estimates and quotes submits to customers or salesperson as applicable.
• Receives customer order information directly from customers or from sales.
• Coordinates all aspects of the order to ensure customer expectations are met or exceeded.
• Utilizes operating system to accurately book customer orders and or warehouse releases.
• Expedites orders as applicable when customer need demands.
• Manage customer inventory and release schedules per customer forecast/demand as applicable.
• Develop an exceptional knowledge of ND Packaging operating system, be fluent in estimating, booking orders, managing orders through manufacturing, shipping, and invoicing process.
• Check customer orders each day to ensure orders are on schedule as committed to the customer.
• Communicate late orders to customers.
• Cross train with other Team Members, have a general knowledge of other accounts.
• Back up Team Members during vacations and or illness.
• Create reports as requested, maintain accurate records as applicable to your customer base.

 

Attributes for Success 

• Hard work – tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand
• Pursuit of Excellence – strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture
• Sense of Urgency – drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business
• Entrepreneurial Spirit – act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve
• Adaptability – be fluid with ND Paper’s continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership – set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.                                                                                                                                                                                                                                                                                                                                                                                                               

ADDITIONAL RESPONSIBILITIES

• Be able to make major decisions in the following areas:
  • Order entry
  • Inventory levels
  • Prioritizing customer requests
  • Customer complaints & questions
  • Maintaining inventory
  • VMI – Monitor adequate product levels

 

• Minimal travel required, 5% or less.

 

Required Experience:

• 2 plus years experience in Customer Service is preferred
• Manufacturing experience preferred

 

No unsolicited resumes - ND Paper does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume you submit to us will immediately become the property of ND Paper. If you would like to become a recruiter for ND Paper, please contact us and we will agree in writing to terms and the specific job roles f