Job title:  Customer Service Rep

Purpose Statement

Reporting to the Global Product Manager, you will provide customer service support to customers, Sales Managers, and regional sales entities (domestic and international) on behalf of the organization. In addition, you will provide information about products and services, take orders, respond to concerns, process orders and returns for the pulp and paper industry.

Job responsibilities and tasks

• Create and supply quotations to customers, Product Managers, and sales force, enter and expedite orders, while maintaining customer pricing, all per terms, conditions, and scope
• Review customer orders for accuracy and completeness prior to order creation and release for manufacture
• Create customer orders in SAP and confirm to customers
• Purchase and work with vendors to fulfill order requirements
• Coordinate delivery and customer order requirements with the logistics department
• Communicate special shipments, shipment dates, and date changes to the regional sales entities, Sales Managers, and/or customers
• Maintain and reconcile customer consignment inventory, while keeping agreement appendix current record details of customer contacts and actions taken
• Maintain consignment and “make & hold” inventory levels as agreed with customer while keeping agreement schedules current
• Provide back up for Customer Service Department as needed (additional support or during others‘ absence)
• Maintain all important documentation related to each Quote, CO and PO order from start to finish of the order process and attach in SAP
• Respond timely to customer requests, ship dates, order status etc.  
• Follow up with Vendors
• Review orders from previous day to confirm freight charges are correct and add freight charges to PP&B orders prior to invoicing
• Code, approve and send invoices for payment for freight, building supplies and utilities
• Order supplies for office and shop
• Attach inspection reports to purchase orders in SAP

Education, professional experience and qualification preferred/required

• Bachelor’s degree or equivalent experience
• 2-4 years previous experience in a customer service role
• Knowledge of shipping terms and conditions, strongly preferred
• Solid writing and communications skills (verbal and in writing)
• Strong background with Microsoft Office (Word / Excel / PowerPoint) is a need
• experience with an ERP system, preferably SAP
• Comply with all Company policies, procedures, safety requirements, and represent Company interests at all times
• Work independently or as a team member in a fast-paced environment
• Complete all required documentation, accurately
• Strong analytical skills, detail oriented, organized, accurate
• Capable of managing and completing multiple tasks independently with very limited outside input
• Ability to learn and retain many details and apply that knowledge going forward  
• Ability to consistently maintain a high level of productivity and urgency with a positive attitude in a high volume, fast-paced, moderately stressful environment

Physical and Mental Qualifications

Position performed in an office environment. Environment: Exposure to varying temperatures, noise levels, dust, dirt, fumes, welding machines, heavy duty magnets and manual/remote controlled devices using radio signals.  Physical conditions for position:  Sit, stand, walk, bend, reach, push, pull, kneel, stoop, crouch, climb, ascend/descend stairs, lifting up to 25 lbs.  Must have visual acuity, excellent mobility, good hearing, manual dexterity, good balance, ability to endure long hours, and wear required personal protective equipment.  All tasks performed with or without reasonable accommodations.

Travel percentage (include country or region name)

N/A

We are an AA/EEO/Veterans/Disabled Employer. Legal status to work in the US is required.