Customer Service Associate III

Responsibilities

• The successful incumbent possesses a strong command of the company’s customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
• This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities.
• The customer service specialist must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales managers and production personnel.
• Account Management Voice of company to primary purchasing agent contacts for assigned accounts; responsible for maintaining industry-leading service levels.
• Uses product knowledge to assist customers with ordering needs.
• Reserves machine capacity, enters orders, communicates ship dates.
• Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery).
• Ensures customer orders comply with Sales and Manufacturing agreement.
• Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer.
• Inside Sales Solicits new orders to assist Operations in qualifying production runs, filling open machine capacity, and selling aged inventory for prime pricing.
• Receives, generates and distributes Competitive Information Reports from Sales Managers as necessary.
• Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues.
• Works with sales and quality to supply customers with product samples and trial inventory to secure new business.
• Regularly communicates with CLW outside sales contacts on opportunities and issues uncovered during regular job activities.
• Inventory Management Implements and oversees customer offsite inventory programs, as needed, to meet market/customer needs and maintain targeted levels.
• Manages input of sales orders utilizing Electronic Data Information (EDI).
• Collaborates with sales, customers, and schedulers by analyzing and adjusting warehouse inventories as needed to ensure adequate turns are being met.
• Coordinates customer needs with 3PL warehouse contacts.
• Reviews aged inventory, looking for sales opportunities within customer territory.
• Forecasting Performs regular review of customer shipment history versus forecast and provides recommended updates to Sales Manager/S&OP analyst.
• Monitors customer order volumes to align with sales forecasts.

Requirements

• High School Diploma or GED required.
• Bachelor’s degree in business or related field preferred.
• Minimum of five years relevant customer service experience required, preferably in a supply chain or manufacturing environment.
• Excellent verbal and written communication skills are required and must be demonstrable.
• Proficient in Microsoft Word and Excel required.
• Knowledge of computer programs used to track production and customer order status preferred.
• Must be able to work with a diverse group of people in a professional manner and be able to handle several work tasks concurrently.
• This person must be able to work with minimal supervision, be a self-starter and take the initiative to evaluate and drive order fulfilment process improvements.
• Some travel required.

Core Competencies

Demonstrates strong customer service expertise with a focus on order management, effective communication, and collaboration across teams. Proficient in utilizing Microsoft Word and Excel to track and manage customer orders and inventory.