Customer Service Representative - Western Concord
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|Job Title:||Customer Service Representative|
|Category:||Call Center and Customer Service|
Founded in 1972, Western Concord has become one of North America's leading flexible packaging manufacturers. Through our genuine dedication to clients' needs and relentless pursuit of new processes and technologies, we have continued to grow, attracting brand-name clients and earning industry awards along the way. We now have three manufacturing plants operating 24/7, over 300 highly skilled and knowledgeable employees, and sales offices throughout the western United States and Canada. We are looking for a Customer Service Representative to join us in the plastic packaging industry on a permanent basis. This position will be based at our processing facility located in Edmonton Alberta. Scope Under the direction of the Manager of Customer Service the CSR serves as the primary contact for internal customers and the alternate to sales contact for external customers. The CSR is responsible for appropriately communicating customer requirements to the manufacturing team, in accordance with company policies and procedures.
Assist outside sales staff as required to manage and service customers. Process orders as received from customers or sales staff. Confirm receipt of order, pricing and delivery to customer or sales staff. Enter and print packing slips. Answer questions with respect to product lines, pricing and deliveries. Expedite orders for customers or sales staff. Generate dockets to maintain stock levels. Enter quotes for sales staff. Act as primary contact for high maintenance accounts. Qualify inquiries and leads and direct to appropriate sales rep. Pass any feedback on to sales / production. Initiate goods returned documentation. Primary liaison between sales and shipping to facilitate coordinated and timely deliveries. Handle discrepancies on invoicing dealing with inventory, shipping or pricing issues and creating debit / credit notes. Respond to daily RUSH list for shipments to NWM-WCM. Handle all walk-in / cash sale customers. Help answering phones. Keep track of backorders to NWM and customers. Keep production notified on backorder and upcoming delivery dates. Entering sales reports for month end. Packing slip check every month end. Handle air shipments, custom papers / proforma for U.S. shipments. Distribute faxes to appropriate people. Carry out other tasks from time to time as directed by management.
Experience and Qualifications
· Must have excellent customer service skills, 1-2 years' experience preferred. · Knowledge of flexographic printing press, extrusion, and slitting process an asset. · Knowledge of estimating and costing. · Experience using Sales Force. · · Must be computer literate; strong knowledge of MS Office products, Sales Force or other CRM software, keyboarding and math skills · Possess superior multitasking abilities. · Ability to find customer answers quickly and accurately while using multiple resources. · Strong listening and communication skills, professional telephone manner and ability to deal with customers' tactfully and effectively in a fast paced, ever changing work environment. You should join us because: You will have access to a wide range of benefits (medical and dental) and the opportunity to participate in a group RRSP matching program. A great team to work with. The opportunity to grow with a growing company. We thank all those who apply; however, only those applicants chosen for an interview will be contacted. Must be legally eligible to work in Canada.