Job Title: Customer Service Representative
Department: Customer Service / Sales
Reports To: Director, Customer Svc & Planning
PRIMARY PURPOSE –
Position requires demonstration of competency as a customer service representative that may have a direct or indirect effect on our customers. This position works closely with All American Poly Sales and Operations.
WORKING RELATIONSHIPS
Direct Reports:
Internal Contacts:
- Corporate Staff Logistics
- Sales Shipping
- Human Resources Credit Manager
- Quality Control Department Production
External Contacts:
- Customers
- Logistic personnel
PRINCIPAL ROLES and RESPONSIBILITIES
- Assists Customers & Sales personnel with all aspects of CS. Promotes a positive image of service excellence to all AAP Customers, both external and internal.
- Responsible for entry of all orders, distributing finished orders to the proper personnel with all packing and manufacturing information, ensuring that the plant is provided with the order on time and correct in all respects. Monitor EDI/Customer Portal. Control and maintain finished goods inventory, hold for release accounts and stock inventory.
- Coordinates order information with Credit Manager for proper approvals.
- Presents manufacturing capabilities and limitations accurately and in a positive manner, checking with production personnel when necessary and always making alternative suggestions aimed at retaining business.
- Responsible for accurate and prompt transmission of realistic information concerning delivery dates on all inquiries and orders.
- Advises customers when orders are ready for pick-up and on delayed ship dates.
- Responsible for accurate and prompt handling of sample requests, order changes, packaging needs and tracing information.
- Assist in research, investigate, and process all Customer Complaints and RMA’s, entry of complaints, gathers information from all sources and submits recommendations.
- Works with Sales Personnel to ensure adherence to Finished Goods, Hold for Release, Stock, freight, minimum quantity and protocol policies.
- Thoroughly familiar with all plant and company policies, price lists, pricing procedures, terms of sale and technical information about AAP products.
- Periodically reviews and analyzes job methods and procedures, revising as needed to ensure continued effectiveness and efficiency.
- Confers with planning to acknowledge and maintain accurate schedule dates.
- Responsible for communicating customer needs to production, following-up to ensure satisfaction when applicable.
- Works closely with Operations and Shipping Departments to ensure a high level of customer service and plant efficiency.
- Any other duties as assigned by the Director, Customer Svc & Planning
JOB SPECIFICATIONS Education and/or on-the-job experience needed
- High School Degree. Minimum 2 years working in customer service, sales or related areas.
- Ability to perform basic math functions
General Business
- Fact-based Decision Analysis - sales data and fact-based decision-making for sales forecasting
- Continuous Process Improvement - Customer Service process driven.
Specialty and Job-Related knowledge, skills & abilities needed
- Working knowledge of external customer requirements and expectations, and an ability to interface professionally with all customers. Customer communication is via email, phone and face-to-face.
Leadership experience needed
- Team Dynamics – Empowerment, Collaboration, Motivation, and Enthusiasm.
- Setting and Achieving Goals in a High Performance Work Environment - Self-motivated and high performance oriented
Interpersonal knowledge, skills & abilities needed
- Strong Written and Oral Communication.
- Business Relationships - communicate both professionally and effectively at all levels of the organization
Technical
- Competent knowledge of computers and software (Microsoft Office Suite), Excel, Word, and Outlook.
Job Type: Full-time
Salary: From $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Ability to commute/relocate:
- Piscataway, NJ 08854: Reliably commute or planning to relocate before starting work (Required)
Work Location: One location
Job Type: Full-time
Pay: From $23.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekend availability
Work setting:
Ability to commute/relocate:
- Piscataway, NJ: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
