Customer Service Representative

Responsibilities :

• Establish relationship 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
• Other duties as assigned

Requirements :

• Bilingual in English and French an asset
• Manufacturing experience strongly preferred
• 1-3 years 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