Customer Service Rep

As a Customer Service Representative at Nekoosa, you'll be the frontline connection for customers, providing accurate information and resolving inquiries about products, services, and technical support with professionalism and care. This role focuses on delivering exceptional service, troubleshooting issues, and ensuring error-free order processing, all while exceeding performance standards and staying up-to-date on company offerings. This position works closely with Sales to understand Customer needs and support to deliver on annual territory business objectives.

Key Outcomes:

· Organization Development

· Comply with all department guidelines and standard operating procedures (SOP).

· Actively participate in all safety and wellness programs.

· Core Results

· Meet or exceed all operational metrics by holding individual accountability and continually striving to improve our departmental performance.

· Respond to all customer requests in a prompt manner by interacting with other departments (Operations, Finance, Sales, Marketing and R&D) if needed, to provide an effective response.

o Answer inbound calls and respond to customer inquiries in a timely and professional manner.

o Provide accurate information regarding products, services, orders, shipping, technical support and company policies.

o Troubleshoot and resolve customer issues, complaints, and concerns with a focus on customer satisfaction.

o Enter complex orders without error.

o Meet or exceed established performance and quality metrics.

o Stay updated on product knowledge and company policies to provide effective support.

· Assists Company in achieving sales targets by developing strong relationship with Business Development Manager (BDM) and territory customers.

o Ability to effectively support customer by learning each Nekoosa division

o Assists BDM on day-to-day sales/customer support

o Provides team approach to assist other territories during other CSR absences or busy periods

Required Attributes:

· Previous experience in customer service, call center environment is preferred

· Excellent verbal and written communication skills.

· Strong problem-solving skills and the ability to remain calm under pressure.

· Ability to multitask and manage time efficiently.

· Proficient in using computers and call center software.

· High school diploma or equivalent (Associate/Bachelor's degree is a plus