Job
Summary:
The
Customer Service Representative will oversee customer accounts and
provide updates to customers as needed. This position will
communicate with our outside sales team to help coordinate orders
and ensure on time delivery. This position will report to the VP of
Commercial.
Job
Duties:
- Maintains
customer satisfaction by making sure we deliver against On Time In
Full deliveries (OTIF) expectations and resolve customer complaints
with customers.
- Achieves
customer service objectives by contributing customer service
information and recommendations to operational plans and
reviews.
- Entry of
orders, pricing, and order details. Provide price quotations to
customers.
- Coordination between production, warehouse
and shipping department to meet the customer
needs.
- Preparing
and completing action plans with Trivium teams; implementing
productivity, quality, and customer-service standards; resolving
problems.
- Participate
in customer service audits; determine system and process
improvements; implementing
change.
- Maintain
contact with customers; visiting operational environments;
administering surveys; benchmarking best practices; analyzing
information and applications. Maximizes customer operational
performance by providing
advice.
- Visit
customers at various off-site customer locations, attend to
customers visiting EXAL and giving plant tours as
needed.
- Handle
large volume of incoming calls for orders/inquiries. Enter orders
into the system, same day as received. Make sure all information
(incl pricing is complete and
accurate.)
- Makes sure
purchase orders are complete for production scheduling (e.g.
graphics).
- Ensure all
orders are shipped and billed promptly and accurately - Assist with
the coordination of shipments for customers if
needed.
- Coordinate
returns and obtain all required information and appropriate
approvals. Enter all customer complaints into the system. Issue
credit memos after
approval
- Coordinate
all information on job
adjustments.
- Monitor
customer service and ensure OTIF delivery against purchase
orders.
- Resolve
complaints and order issues – follow through on challenges with
delivering OTIF based on Outstanding Order
Report.
- Runs the
commercial operations meeting to flag and make sure teams resolve
customer service
issues.
- Ask
customers to provide feedback on customer service
experience.
- Analyze
data and statistics e.g. OTIF, outstanding orders report, customer
complaints
- Compile and
print reports on overall customer
satisfaction.
- Work with
management and collaborate with customer-on-customer service
initiatives.
Qualifications and Experience
Requirements:
- Bachelor’s
degree preferred not required or equivalent in the fields of
Business Administration or equivalent
experience
- 5 years of
successful vertical sales and/or customer service
experience.
- Experience
in customer service and how to work with customers to drive
profitable growth and formulate business solutions based on
customer insights.
- Experience
of working with/in Sales, Commercial
teams.
- Possess
excellent verbal and written communication
skills.
- Can analyze
Information and develop insights to develop
solutions.
- Ability to
solve problems. Proactive and look for areas of
improvement.
- History of
delivering customer value through improved customer service,
working as a business partner with
clients.
- Ability to
drive customer focus with key stakeholders within our
organization.
- High degree
of flexibility and able to multitask. As well as positive attitude,
strong work ethic,
integrity.
- Must be
well organized and keep clear concise
records.
Work
Environment:
This
position will primarily work in an office environment where sitting
for prolong periods of time and using a computer, telephone and
other office electronics are critical. This position will also be
exposed to working on the manufacturing floor, where moving
machinery produces noises.
Who We
Are:
Trivium
Packaging is a global leader in metal packaging with more than 60
locations worldwide and employs close to 8,000 people. Trivium
serves a diverse range of customers in a variety of end markets
such as food, seafood, pet food, nutrition, beauty and personal
care, household care and premium
beverages.
At Trivium,
people are the driving force in all our successes by bringing
expertise and talent to help us stand out, achieving excellence
through their commitment and drive, and maintaining a focus on
continuous improvement in everything they do. Together, our goal is
to be the number one choice for customers seeking sustainable metal
packaging solutions.
Trivium
Packaging is an Equal Employment Opportunity (EEO)/Affirmative
Action Employer and does not discriminate on the basis of age,
race, color, religion, gender, sexual orientation, gender identity,
gender expression, national origin, protected veteran status,
disability or any other legally protected
status.
