Customer Service Representative
Who We Are
Originally founded in Silicon Valley in 1952, we are humbled by the long-term relationships earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging
Your Role
Customer Service Representative (Level I)
Compensation: $24.00 per hour
Benefits: Medical, Dental, Vision, 401k, Life Insurance, Paid Time Off, Paid Sick Leave, and Holiday Pay
Location: 38503 Cherry St Ste I Newark, CA 94560-4717
Using your in-depth knowledge of TransPak company products and programs that you’ll gain over time through a supportive manager and team; you’ll provide effective customer service for all internal and external customers. As someone who is naturally friendly and professional, you’ll prioritize well, work independently and communicate often with team members within the Customer Service Department and other TransPak teams
What You’ll Be Doing
Essential Function
Provide timely and accurate information to incoming customer order status and product knowledge requests
Provide timely feedback to the company regarding service failures or customer concerns
Process customer orders/changes/returns according to established department policies and procedures
Work closely with Planner for scheduling of orders
Work closely with the credit department to resolve disputed credit items
Partners with the sales team to meet and exceed customer’s service expectations
Email Communication Support
Manage and maintain all emails that come into the Customer Service group email, including:
Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request or placing an order
Order Support
Enter new orders, release blanket orders and manage reschedules
Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer
Manage Back orders and past dues daily
Manage 2-week out drawer
Confirm next day scheduled orders, daily
Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order
Handling Phone Calls
Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension
Provide customers with status updates and ETA’s
Maintain Voicemail box and keep current respond to customer’s messages
What We’d Like to See from YouHighly Desired
High School Graduate or GED
1-2 years’ experience as a Customer Service Representative
Customer/Client focused
Problem solver and analysis
Experienced with time management
High level of motivation and strong work ethic
Preferred and Helpful
Program Management experience
Sage X3 experience or other ERP systems
Excellent communication
Effective interpersonal skills
Interested but Concerned You’re Not Qualified?
Don’t meet every single requirement? At TransPak, we are building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this, or other, openings