Customer Service Representative supporting sheets, corrugated, and packaging

*Coastal Sheets Administrator* *Newly created position for our new and fast growing corrugator business, this individual will coordinate with every department and if done well has upward growth potential.
* The Coastal Sheets Administrator is a Specialist Representative managing and servicing Coastal Sheet Customers and the Coastal Sheets business unit ensuring responsive service and clear communication.
Understands the expectations, needs, and results for assigned house accounts.
Ensures accurate order entry, prompt order acknowledgments, and coordination of specification reviews.
Reviews inventory programs, logs customer complaints, maintains customer records, and monitors customer satisfaction.
They will also assist the Client Relations team for Coastal Container customers and Coastal Container business unit, as time permits.
*Key Measures* * Customer satisfaction * Sheet Order acknowledgements within 2 hours * Quote accuracy * Ontime delivery of orders *Essential Job Responsibilities* * *Customer Relationships:* Develop strong rapport with buyers, planners, and other customer stakeholders.
Review order patterns and identify changes in buying quantity and frequency.
Communicate observations with Coastal Sheets GM and/or Customer Service Manager; contact customer to secure orders as needed.
* *House accounts:* Manages the expectations, needs, and results for assigned house accounts through accurate order entry, prompt order acknowledgments, coordination of specification review, monitoring inventory programs, logging customer complaints, maintaining customer records and monitoring customer satisfaction.
* *ERP* : Enters and reviews customer and order details in the *Amtech ERP system*, including specifications, quote details, order quantities and dates, packing and delivery instructions, or other special customer notes.
* *Order Entry:* Process incoming customer orders via phone, email and EDI processes.
Review published lead times, establish ship dates and provide prompt order acknowledgments for standard products.
Communicate with purchasing and scheduling to establish ship dates and provide order acknowledgments within two (2) hours.
* *Order Review:* Ensure customer purchase orders include terms and conditions are consistent with standards and/or written supply agreements.
Escalate inconsistencies to management.
Serves as a liaison between external and internal customers to process requests for quotes, orders, change notices, delivery requirements and quality issues.
* *Customer Care:* Receive incoming customer complaints, gather facts and communicate situations with affected team members and departments.
Log complaints in Amtech.
Work with Quality team.
Document communications with customer feedback/complaints and corrective actions implemented to resolve quality issues; verify root-cause investigations and corrective action response for all customer service-related non-conformances.
Process and/or route other customer requests for information such as order status and quote requests as needed.
* *Account Maintenance: *Coordinate with GM of Coastal Sheets & Customer Service Manager in periodic reviews of key customers.
Analyze order patterns, provide order data, and identify changes in buying quantity and frequency.
Create sheet price lists.
Receive, enter & send back acknowledgements on sheet orders.
Coordinate with Scheduling as sheet orders have a very short lead time.
Coordinate with Shipping as sheet orders have a very short lead time.
This would include checking in on productivity to make sure orders are loaded on time to hit the delivery etc.
Coordinate with Coastal Sheets GM to create price lists, price changes.
Coordinate farm out orders where Coastal will be producing the sheets * *Record Keeping:* Maintain accurate electronic and paper records including customer information, specifications, tooling requests, NDAs, Supply Agreements, Job Pockets, etc.
Ensure the organization and management of the hard copy customer records for historical reference.
Update Amtech, audit customer database, help prepare quotations and customer communications.
* *Rush Orders:* Clarify specific customer needs in detail.
Work with the GM of Coastal Sheets, scheduling, and operations to determine ship dates.
Communicate with customer ensuring commitment and provide order acknowledgement.
* *Specification Review:* Coordinate internal specification and design review activities with design, operations and sales.
Ensure BOMs and *Routings are accurate in Amtech.
* *Educational Requirements* * High school diploma or equivalent required * AA or AS in business with related experience is a plus.
* Bachelor’s in business or related field is preferred *Experience Requirements* * 5+ years in a customer facing role in manufacturing.
* 3+ years in team leadership role * Corrugated or packaging experience is highly preferred *Essential Competencies* * Team based leadership skills with a strong focus on serving internal and external customers.
* Impeccable sense of urgency skills with a professional “get it done” demeanor.
* Excellent computer skills, CSM and ERP applications accurate and quick data entry skills.
* Excellent phone communication skills and negotiable skills strong email skills/ communication * Active listening and empathy skills * Ability to influence with warmth and humility.
* Proficient user of MS Office software and ERP Software or equivalent We offer competitive compensation and benefits packages.
If you are a motivated individual with excellent customer service skills, we would love to hear from you.
Please apply with your updated resume highlighting relevant experience.
Job Type: Full-time Pay: From $60,000.
00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Experience level: * 5 years Shift: * Day shift Weekly day range: * Monday to Friday Work setting: * In-person * Office Work Location: In person