Customer Service Representative - Full-Time - Paid Training

Customer Service Representative
Stafford Cutting Dies | Indian Trail, NC | Full-Time | Non-Exempt (Hourly)

Pay: $18–$24 per hour, based on experience
Schedule: Monday–Friday, 8:00 am – 5:00 pm, on-site in Indian Trail, NC

About the Role
When a customer calls Stafford Cutting Dies, they should reach someone who knows their account, gets the order right and follows through. As our Customer Service Representative, you’ll be that person. You’ll handle customer calls and emails across several accounts, enter and track orders, and work with our sales, production, scheduling and shipping teams so we keep our promises to customers. You’ll report to the Customer Service Manager.

Stafford is part of DFC Manufacturing Group, a Confluent Holdings company.

What You’ll Do

• Answer customer calls and emails promptly and professionally, and figure out what each customer needs
• Build strong customer relationships by giving accurate information and following through
• Provide price quotes and follow up on sales leads with the sales team
• Enter orders accurately in our ERP and scheduling systems, and confirm specs and delivery dates before production
• Schedule customer pickups from our Indian Trail location, PA Service Center and GA Distribution location
• Work with production, scheduling and shipping on order status and changes, and tell customers about delays before they have to ask
• Solve customer problems, and escalate to the Customer Service Manager or sales when something is beyond your authority
• Keep detailed, accurate records of every customer interaction
• Help improve how we work, including writing and updating SOPs and work instructions
• Travel up to 10% for industry trade shows and off-site training (overnight trips are occasional and scheduled in advance)

What We’re Looking For

• High school diploma or equivalent required; an associate’s degree or coursework in business or communications is a plus
• Customer service experience in any field preferred
• Strong phone presence and excellent verbal and written communication
• Ability to multitask, set priorities and stay accurate in a fast-paced setting
• Comfort with Microsoft Office and the ability to learn ERP and order entry systems quickly
• Close attention to detail, reliability and consistent attendance
• Experience in cutting dies, packaging, corrugated, printing or converting is a strong plus
• Customer service certification is a plus

How You’ll Grow
We train new CSRs through a structured, tiered program. You’ll start with order entry and move up to quoting rotary, Bobst, specialty and other tooling, and to reading DXF, ARD and PDF files. We teach the technical side. We’re looking for the right attitude.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Company-paid basic life insurance
• Short- and long-term disability
• Employee Assistance Program (EAP)
• Paid time off and paid holidays

Work Environment
Most of the work is in a climate-controlled office, at a computer and on the phone. You’ll occasionally go out on the production floor, where safety glasses, hearing protection and closed-toe shoes may be required.

Our Values
At Confluent Holdings, our North Star is enabling people to be their best every day. That applies to our team members, customers, vendors and communities. We look for people who do the right thing, communicate with respect, solve problems creatively, work as one team and hold high standards.