Customer Service Specialist - Dock CSR

Job Title:       Customer Service Specialist                     Department:                       

Updated:                                                                            Packaging                             

12/20/22                            

Reports To:  Customer Service Manager              Working Conditions:           

Direct Reports:      N/A         

FLSA:            Non-Exempt                                          Position is not routinely        

exposed to adverse

environmental conditions.

                        Typical office environment.                    

Position Summary:

Duties and Responsibilities: 

Essential Functions:

1. Support customers and maintain excellent working relationships by researching and responding to all account inquiries and issues concerning work orders, invoices, shipments, inventory counts, etc., in a courteous, professional, and efficient manner.
2. Process and accurately input all customer orders into the ERP system and generate all related paperwork and necessary information required for the customer and internal production and shipping teams.
3. Support account activities, as follows:

a.      Review forecast demand from various sources (Excel, customer website or portal, etc.)

b.      Monitor inventory levels

c.      Track supplier orders

d.      Review and sign-off on supplier invoices

     4.  Planning

a.      Plan and distribute account production plans internally based on available raw material

b.      Participates in customer meetings or calls as needed and coordinates with other internal support teams when necessary

c.   Present contract review information to internal team (SOPs, item specific instructions, etc.)

d.   Process item set-up and SOP generation requests

5.  Financials/Other

a.      Invoice customers at their specific intervals

b.      Review and maintain the financial workbench; resolve outstanding customer invoices when necessary

c.      Issue credits when necessary

d.      Review and correct pricing as necessary

e.      Communicate aged inventory with customer and find resolution

f.       Ensure item master integrity

g.      Complete month-end close

h.      Maintain accurate customer account summaries

6.   Communicates any signs or trends of customer dissatisfaction to management and makes recommendations on how issues can be resolved.

7.   Creates and maintains customer reports, including DARs, to share with management and customers. Responds to special reporting requests promptly and accurately.

8.   Maintain all related account paperwork and assigned customer files.

Marginal Functions:

1. Respond to other assignments as needed within the office environment.
2. Participates in LEAN process and works for continuous process improvement.

Job Specifications: 

1. High School diploma or GED required. Preference will be given to a college degree in a related field (Logistics, Business Management, etc).   
2. Require 1-3 years of experience in a manufacturing or planning office environment, may substitute with an appropriate college degree.
3. Able to handle collection activity and other sensitive customer communications as needed. 
4. Excellent interpersonal and communication skills, written and verbal.
5. Able to type at least 30 words per minute and have experience working with Microsoft Office applications, including solid Microsoft Excel skills.
6. Must be able adaptable to working with various customer software programs and be able to access customer portals when needed. 
7. Ability to work well under pressure and display professionalism and tact in all business dealings.