Customer Service Representative

Imperial Plastics, Inc. - Lakeville, MN3.4

Imperial Plastics, a growing custom injection molding manufacturer, is seeking a Customer Service Representative to join our team in Lakeville, Minnesota.

As a Customer Service Representative, you will serve our customers by providing single point of contact for all order and service information and work with other functional areas to ensure customer needs are met or exceeded in the most cost effective manner.

Key Accountabilities:
Ensure customer orders are accurately processed in a timely manner to meet or exceed company standards.
Lead the process of obtaining, analyzing, and improving customer scorecards

Key Responsibilities:
Effectively manage incoming calls, e-mails, and faxes from customers and process customer orders daily ensuring accuracy of key order elements.
Monitor and manage customer OTD (On Time Delivery) metrics to meet or exceed customer standards and/or company goals.
Acts as a liaison with the customer to resolve order or service problems by determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting solution; following up to ensure resolution
Utilize internal tools and reporting to continuously monitor open order progress.
Exhibit a “customer first” approach to become the customer’s key point of contact for Imperial Plastics.
Administer customer satisfaction by working with customers to proactively acquire customer scorecards on a regular basis, comprehend, and work toward improve results.
Partner with Account Managers and other Customer Care Team members to develop and communicate Lead Time, MOQ, and other customer specific guidelines.
Coordinate pricing differences and new quotes between the customer and other internal teams.
Develop an excellent working relationship with internal teams at all levels to promote a positive and professional work environment.
Function as a valuable member of the Customer Care team for new product introductions and launches.

Required Skills
Excellent verbal and written communications.
Excellent Microsoft Office skills, including Excel.
Basic knowledge of mrp, prior experience with ERP systems preferred.
Ability to work independent of direct daily supervision; to multi-task and to adapt to changing priorities.
Enthusiastic, dynamic and a positive attitude.
Effective listening skills.
Complex problem solving skills; identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Ability to look at situations from several points of view.
Ability to delegate responsibilities effectively.
Ability to build strong relationships internally and externally to ensure customer needs while ensuring that IPI values, goals and policies are followed.

Required Experience

Qualities for Success:
Demonstrates Imperial’s TOPS Values
Positive Attitude
Minimum 3-5 years of experience in Customer Service field; Manufacturing or Supply Chain experience a plus.
Excellent verbal and written communications with the ability to utilize these skills to effectively problem-solve changing priorities.
Prior experience with ERP systems preferred – Infor/Visual experience a plus
Ability to work independently and to adapt easily in a fast-paced environment.
Experience using MS Word, Outlook, and Excel preferred

Physical & Mental Demands:
While performing the duties of this job, the employee is regularly required to sit (using a computer), reach with hands and arms, and talk or hear. The employee is also regularly required to stand and walk. The employee might occasionally lift and/or move up to 10 pounds.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Work Environment:
This position is often required to conduct business on the manufacturing floor. While performing the duties of this job, the employee may work near moving mechanical parts and could be exposed to chemical or electrical shock risk. The employee is occasionally exposed to fumes or airborne particles, extreme heat, and noise levels that are typically moderate.

Protective Clothing Required: When in certain locations of the facility, eye and ear protection are required. Closed-toed shoes are also required in certain locations.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.