Job Details

Job Title: Customer Service Representative - Union Gap, WA

Posted on January 04, 2018

Employer: Macro Plastics

Job Description:
Position Purpose:
The Customer Service Representative is responsible for providing a conduit between the customer and the company, maintaining a cordial relationship with the customer, and seeing that orders are processed and delivered in a timely and accurate manner. This person will be seen as a team player by managers and other employees. This person is expected to be a reliable, dependable resource, “ready, willing & able” to help, ensuring proper procedures are followed, and coordinated with other functions within Macro Plastics. This position ensures that orders are processed through the system in a timely manner and are accurate, troubleshoots and resolves issues raised by the sales force and customers, and provides routine and non-routine problem resolution and support to client via in-bound and outbound phone calls.

Principal Relationships:
Reports to: Customer Service Manager

Interacts with: Sales, Accounting, Production, VP of Services, VP of Sales, and Logistics

Responsibilities:
Provide effective communication with customers, sales personnel and other departments within Macro Plastics, Inc.
Develop a rapport with existing and potential customers to help facilitate new business.
Communicate any and all issues to the appropriate sales personnel and management on a timely basis.
Enable sales staff to effectively operate at a steady and reliable time frame.
Provide sales support to maximize sales opportunities.
Answer phone calls from clients, research and resolve routine and non-routine problems.
Act as liaison between internal operational staff, technical staff, vendors, and other consultants to think through and solve complex problems.
Solves arising problems using sound judgment and experience, with an overall knowledge of the organization in order to answer questions and a level of technical skills
Process all Quotes/Orders accurately and in a timely manner.
Follow guidelines as set forth in Sales Order SOP.
Manage open orders to ensure customer requirements are met.
Responding to customer, distributor and sales inquires on a timely and accurate basis.
Manage and develop returned goods for recycle and warranty claims.
Work with VP of Services on selling, supporting and managing Macro’s one way and short term rental programs.
This will include quoting customers, transferring inventory and working with packers and customers to ensure Macro inventory at each location is accurate.

Embossing:
Design Artwork Proofs for new customers
Update and order die plates

Customer Service:
Handle all incoming calls for Customer Service
Educating customers on product options.
Provide order and shipping status to sales and our customers.
Provide product information and answer customer questions as needed
Support Sales Staff as required.
Backup support to all offices California, Washington and Kentucky Customer Service
Send out weekly Customer Service Surveys to all orders closed out.
Support senior management with any special requests.
Resolve customer issues
Shipping dates
Production
Freight
Attend tradeshow to support sales staff when requested.
Minimal Travel is required.
Provide routine and non-routine problem resolution
Order Processing
Customer Service
Support sales staff

Key Competencies:
Presents solutions that meet customer objectives
Displays courtesy and sensitivity
Manages difficult or emotional customer situations
Meets commitments and deadlines
Responds promptly to customer needs
Solicits customer feedback to improve service
Balances team and individual responsibilities
Exhibits objectivity and openness to others’ views
Puts success of team above own interests
Exhibits sound and accurate judgment
Makes timely decisions
Maintains collaborative relationships with other staff members

Contact Person:
Phone:
Email:
Location: Union Gap, WA
Application Method: Online
Base Pay: DOQ

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