Position Summary
The Customer Service Representative (CSR) plays a critical role in supporting OVOL Paper’s customer base, sales team, warehouse operations, and internal departments. This position is responsible for managing order processing, maintaining customer relationships, coordinating logistics, and ensuring accuracy throughout the order lifecycle. The CSR serves as a primary point of contact for customers within the paper distribution environment and must be detail-oriented, customer-focused, and able to work collaboratively in a fast-paced setting.
Key Responsibilities
Customer Relationship Management
- Maintain, strengthen, and develop relationships with existing customers while fostering new business opportunities within assigned accounts.
- Collaborate with OVOL Sales Representatives during occasional onsite customer visits to support account development and service excellence.
- Provide timely responses to sales inquiries received from customers, sales representatives, or management.
Order Management & Processing
- Accurately process warehouse orders, direct shipments, and indirect shipments in GEMS, ensuring all order details are complete and correct.
- Review and verify customer purchase orders, including roll and sheet sizes, basis weights, quantities, finishes, and other specifications unique to the paper industry.
- Monitor all open orders to ensure delivery schedules are met and confirm pricing accuracy between mills/suppliers and customer accounts.
Pricing & Sales Support
- Negotiate spot pricing with customers when appropriate, ensuring alignment with market conditions and company guidelines.
- Assist Sales Representatives in preparing program pricing for commercial printers, converters, and end-user accounts.
- Provide clear, timely communication regarding product availability, lead times, minimum order quantities, and mill/supplier requirements.
Team Collaboration & Internal Support
- Support fellow members of the Customer Service team by assisting with overflow work, covering during absences, and sharing workload during peak business periods.
- Provide backup support to Purchasing by placing general and customer-specific inventory orders, learning demand forecasting, supporting GAINS system processes, and posting inventory receipts.
- Assist the Credit and Accounting departments with accounts receivable questions, invoice discrepancies, or matters connected to order margin and profitability.
Inventory & Logistics Coordination
- Participate in physical inventory preparation by running required reports, verifying counts, and offering data entry support during year-end inventory processes.
- Coordinate freight arrangements with outside carriers, warehouses, and the OVOL Logistics team to ensure timely and cost-effective deliveries.
- Work with Sales Representatives to gather documentation, photos, samples, or other evidence required for mill or transit-related quality claims.
Meetings & Cross-Functional Engagement
- Attend customer service meetings, sales meetings, and other internal discussions as requested by management.
- Collaborate cross-functionally to support continuous improvement efforts, enhance customer experience, and maintain service standards consistent with OVOL Paper operations.
Qualifications
- Prior experience in customer service, preferably within the paper, printing, or distribution industry.
- Strong attention to detail and data accuracy.
- Proficiency with order management systems (e.g., GEMS) and Microsoft Office Suite.
- Excellent communication and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Team-oriented mindset with a willingness to provide support across departments.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
