Customer Service Representative

Customer Service Representative

Reports To: Customer Service Lead

Classification: Non-Exempt

Safety Sensitive: Yes

Hours: Monday - Friday, 8:00am - 4:30pm

POSITION SUMMARY

The Customer Service team facilitates the project life cycle with a customer focus, ensuring advocacy for the customer while protecting the interests of Fiber Pad. This is a fast paced, dynamic and high attention to detail position that represents Fiber Pad to customers in meetings, correspondence and through onsite tours. The position works collaboratively with multiple departments within Fiber Pad to help meet customer expectations and deadlines, ensuring successful long-term relationships with our customers. This role works under established guidelines and procedures.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Interacts daily with assigned accounts through various methods of communication including written, spoken and at times, in person communication.
• Receives approved PO’s, verifies various critical details to ensure accuracy, correcting or obtaining clarifying information from the customer or sales when necessary.
• Collaborate with purchasing, production, shipping and other departments as needed, advocating on behalf of the customer to ensure delivery expectations are met on time while supporting efficiency in the production process.
• Provides back-up service to other customer service reps, working with their assigned customers when needed.
• Reviews and updates ERP system with updates or changes to original order such as shipment dates, communicates to customers any material delays, production or shipment delays while providing excellent customer service and offering options for solutions when available.
• Communicates issues and concerns with Lead to ensure optimal customer service is being delivered.
• Follows departmental SOP’s.
• Trains on quality standards to deliver quality products with focus on reducing errors and scrap.
• Exemplifies and champions Fiber Pad’s Core Values when working with other departments and our external customers.
• Assist in all phases of housekeeping to keep the facility clean and organized to help maintain a neat and tidy work area.
• Perform other duties or special projects as needed or assigned by leadership.