Customer Service Specialist

Novolex - Florence, KY (30+ days ago)3.0

Novolex™, a leader in the paper products industry, is recruiting for a Customer Service Specialist position for its Northern Kentucky corporate office in Florence. The Customer Service Specialist serves as the key contact point for the majority of communication between Duro Bag Manufacturing Company and our Customers. They also work closely with other internal departments to expedite and ensure accurate processing and pricing of Customer orders.

Essential Functions & Key Responsibilities:
Overview Flow Chart: Know the flow from sales to production, shipping to accounting.
Customer knowledge: Know the flow of product line customers, end-users, Re-D, Rep.
Understanding of various product lines and uses.
Handling potential customers: Gather accurate information for follow-up or reference by prequalifying cold calls and direct to either sales or recommended distributor.
Handling new customers: Gather together credit information. Fill out forms for new customer entry, notify shipping and production departments of new customer needs, track all aspect of the customer’s first order, and follow up with customer notifying them of shipment.
Handling existing customers: update contact info and ensure system/spec sheets are updated with special need information for label and box requirements. Update system with accurate information for confirmation and packing slip notifications.
Order entry: Enter orders accurately with the correct prices the same day received.
Customer Acknowledgements: Fax or email customer acknowledgements of orders for pricing and date of shipments. (Automatic system process).
Item Maintenance: Notify proper department with any updates for corrections needed on items due to customer changes or production needs. Notify all departments of change (Accounting, Production, Shipping, Labels, Sales Managers).
Obsolete Items: Manage the obsolete inventory to a level below 10,000 lbs. Contact key customers to move slow moving items. Work with Regional Managers to help push sales specials on dead stock items.
Min Max Items/Forecasted Items: Responsible for notifying the appropriate department when a min/max or forecasted item changes.
Returns: Handle all customer complaints within 24 hours of complaint. Notify all departments applicable on the complaint. Process return paperwork. Gather paperwork for credit. AR deductions, research and recovery.
Receive artwork provided by customer/initiate art order form/assign item number/ create approval letter and send to Art department to process the Proof for customer review.
Quotes: Gather all information on customer and item for quote request.
Back Orders: Check customer file to see if customer accepts backorders. Notify customer of Backorder. Notify manager if back order patterns are created. Process back orders thru the system.
Update salesforce with information relating to customer issues/complaints.
Initiate sample requests using Salesforce.
Complete appropriate quote forms ensure all information is completed and forward to the quote department. Review quotes submitted by outside brokers for completeness and forward to the quote department. Upon return of completed quote, review and forward to the customer.
Create and monitor forecasts, review and follow up on sales order progression using current system tools in place.

Candidate Requirements:
Bachelor’s degree REQUIRED
2 years of Customer Service experience required dealing directly with customers either by telephone or electronically
Demonstrated experience setting up new customer accounts, processing orders, recording customer inquiries and transactions, and resolving customer issues
Experience preparing and distributing customer and call activity reports
Proficiency in Microsoft Word, Excel and Outlook
Must have excellent verbal and written skills
Must be efficient in pressurized situations and in dealing with Customer demands
Possess a positive attitude and a team player
Ability to problem solve and present solutions
Ability to prioritize and manage more than one function at one time and provide timely and accurate information
Ability to learn and utilize Microsoft AX operating system
Attention to detail and ability to multi-task are a must

About the Company

Novolex™ is North America’s leader in packaging choice and sustainability.
Novolex™ is headquartered in Hartsville, SC and has 62 facilities around the globe, including the worlds’ largest closed loop plastic bag recycling plant located in Indiana. The company has over 10,000 employees in the US, Canada, Mexico and Europe.
The family of historic Novolex™ brands includes Bagcraft® Packaging, Hilex Poly®, Fortune Plastics®, Duro Bag®, De Luxe® Packaging, Burrows Paper, Novolex Custom Film & Bag™, International Converter®, General Packaging® Products, Heritage Bag®, Burrows Packaging, Sheilds and The Waddington Group.
Each of the Novolex™ brands brings a unique sustainability and product story in plastic, paper, foil, recycling, or composting applications. The Novolex™ brands are unified by four common values: Manufacturing Innovation and Quality; Service; Packaging Choice; and Sustainability.
Novolex™ focuses on customers within the retail, grocery, convenience store, deli, food service, hospitality, institutional, processor and industrial markets. The Novolex™ product portfolio and our engineered solutions are designed to meet customer packaging application needs in the areas of food contact, customer experience, resale items, checkout systems, can liners and packaging operations.

Our Mission

Novolex’s™ mission is to continue a tradition of leadership established by our historic brands in the areas of packaging choice, customer service, manufacturing innovation, quality, and sustainability.

Our Vision Statement

To be a leading provider of packaging solutions that are environmentally friendly, create value for the customer and Novolex™, have excellent quality, and provide superior service.
We want to accomplish this with an entrepreneurial culture which drives operational excellence and proactively creates ecological solutions.

Our Environmental Mission
Novolex's sustainability goal is to establish a viable environmental program and product line that:

Reduces the impact of plastic and paper on the environment through recycling and increased recycled content
Sets a high standard of industry leadership and corporate citizenship
Creates meaningful benefits for the environment and the community
Facilitates environmental action by retailers and the community

For more information on Novolex™, visit our website at:

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions and responsibilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Pre-employment, as well as post-hire substance testing, is required for specified positions through Novolex. Must be legally authorized to work in the United States without Company sponsorship.

Novolex™ is committed to providing equal employment opportunity in all employment practices, including but not limited to, selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual, who because of his or her disability, needs an accommodation in connection with an aspect of the Company’s application process should contact Jamie Wells at 800-845-6051.
Novolex is an E-Verify Employer.
Following GMP in compliance with all food safety requirements.