Customer Service Representative
Mauser Packaging Solutions · Chicago, IL
About the job
Responsibilities: • Establish relationships with customers by communicating and resolving issues. • Responsible for order entry and/or maintenance for assigned accounts. • Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer. • Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members. • Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary. • Reviews orders after shipment for billing accuracy and any quantity item errors. • Manages the issuing of credits, return authorizations and pallet returns. • Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan. • Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary. • Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed. • Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices • Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items. • Files any customer paperwork such as shipping documentation or customer orders in a timely fashion. • Performs other duties as assigned. Requirements: • Associate or Bachelor’s degree preferred but not required • Manufacturing experience is strongly preferred • 1-3 years of customer service experience required • Microsoft Office Suite – basic to above-average computer skills including Excel • CRM experience preferred • Ability to perform basic quantitative skills required, • Ability to work with all areas of the business including plant and sales personnel. • Professional verbal and written communication • Strong customer service advocacy and problem-solving skills