Customer Service Representative

Description

POSITION: Customer Service Representative

SHIFT: 1st

LOCATION: Lathrop, California

Reports to: Services Manager

Pay: $22-$30

SUMMARY:

Serve as the primary contact for assigned customer accounts while managing order entry, specification development, and customer support activities. Coordinate customer requirements with sales, production, scheduling, logistics, and accounting to ensure accurate order processing and timely delivery. Maintain detailed customer specifications, process new item requests, and build strong customer relationships through proactive communication and responsive service.

• Manage customer inquiries and resolve issues related to orders, specifications, inventory, delivery, and billing.
• Maintain customer files, specifications, pricing information, and related documentation.
• Review purchase orders for accuracy and ensure compliance with customer requirements.
• Coordinate accounting credits and billing corrections as needed.
• Monitor order status and communicate updates to customers and sales personnel.
• Track inventory and warehouse items to ensure availability and adherence to customer inventory programs.
• Analyze customer usage patterns and assist in inventory planning and replenishment activities.
• Assist sales personnel with customer requests, product information, and account support.
• Identify opportunities to improve customer service, order accuracy, and account growth.
• Develop and maintain strong customer relationships through professional and timely communication.
• Comply with company policies and procedures.
• Perform additional duties as assigned by management.

High school diploma or GED

Candidates are PREFERRED who offer the following:

• Experience in customer service, account management, or order management within a manufacturing environment.
• Experience building product specifications and managing item setup processes.
• Order entry experience.
• Corrugated packaging industry experience.
• Strong attention to detail and data accuracy.
• Experience coordinating cross-functional projects involving customers, production, and sales.

LANGUAGE SKILLS

Excellent communication skills. Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, divide in all units of measure. Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form. Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.

Application knowledge and skill for computer data entry

Application knowledge of products and production processes

Quality standards – both ISO and QS

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment is usually loud.

PERFORMANCE MEASUREMENTS

The performance of the Customer Service Representative will be measured as follows:

• Accuracy and timeliness of order entry.
• Accuracy and completeness of customer specifications and item setup.
• Customer satisfaction and responsiveness.
• On-time processing of customer requests and order changes.
• Effective coordination between customers and internal departments.
• Account retention and support of business growth objectives.
• Achievement of departmental operating standards and annual professional goals.
• Operating standards - The employee will need to meet or exceed the Operating Standards set in the area of sales and customer service. Such standards will be set annually and communicated to the representative.
• Personal growth - Each year there will be professional goals developed and agreed to by the representative and supervisor.
• Employee relations – The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect and communication.
• Creativity - This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.