Customer Service Representative

Customer Service Representative   

Reports To: Customer Service Lead

Classification: Non-Exempt     

Safety Sensitive: Yes

Hours:  Monday - Friday, 8:00am - 4:30pm

POSITION SUMMARY

The Customer Service team facilitates the project life cycle with a customer focus, ensuring advocacy for the customer while protecting the interests of Fiber Pad. This is a fast paced, dynamic and high attention to detail position that represents Fiber Pad to customers in meetings, correspondence and through onsite tours. The position works collaboratively with multiple departments within Fiber Pad to help meet customer expectations and deadlines, ensuring successful long-term relationships with our customers. This role works under established guidelines and procedures.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Interacts daily with assigned accounts through various methods of communication including written, spoken and at times, in person communication.  
• Receives approved PO’s, verifies various critical details to ensure accuracy, correcting or obtaining clarifying information from the customer or sales when necessary.  
• Collaborate with purchasing, production, shipping and other departments as needed, advocating on behalf of the customer to ensure delivery expectations are met on time while supporting efficiency in the production process.  
• Provides back-up service to other customer service reps, working with their assigned customers when needed.  
• Reviews and updates ERP system with updates or changes to original order such as shipment dates, communicates to customers any material delays, production or shipment delays while providing excellent customer service and offering options for solutions when available.  
• Communicates issues and concerns with Lead to ensure optimal customer service is being delivered.
• Follows departmental SOP’s.  
• Trains on quality standards to deliver quality products with focus on reducing errors and scrap.  
• Exemplifies and champions Fiber Pad’s Core Values when working with other departments and our external customers.  
• Assist in all phases of housekeeping to keep the facility clean and organized to help maintain a neat and tidy work area. 
• Perform other duties or special projects as needed or assigned by leadership.

  REQUIRED QUALIFICATIONS

• Strong communication, interpersonal and presentations skills.
• Strong MS Office skills with intermediate to advanced excel skills (ex: pivot tables, etc.)
• Ability to read or learn to read and interpret blueprints, understand measurements and compare product details to customer specifications.
• Must be accurate with numbers and order entry.
• Flexibility to adapt to changing and fast paced environments.  
• Ability to grasp and understand the production process to better serve the customer.
• Ability to multi-task and manage multiple projects and tasks at once with interruptions.
• Strong editing, proofreading and math skills.
• Strong attention to detail.
• Ability to interact with customers and Leadership in a professional manner.
• High level of dependability regarding attendance and punctuality.
• Ability to collaborate and work well within a team environment, and willingness to motivate and support others, supporting the Core Values of Fiber Pad.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Ability to use hands, including fingers to hold, touch, see, feel, grip, squeeze, push and pull as required for performing computer work.
• Ability to sit for prolonged periods of time as one would for desk work.
• Work requires limited exposure to manufacturing facilities with seasonal hot and cooler temperatures, dust and general production noise.
• Ability to see near and far, utilize peripheral vision and depth perception due to visits to the production floor and exposure to machinery.
• Ability to bend and twist neck to monitor machine production accuracy.
• Ability to hear at normal speaking levels with or without correction. 
• Ability to receive detailed information through oral communication and to make the discriminations in sound.
• Ability to understand and communicate verbally, in person and over paging system.
• Ability to meet requirements of and utilize all PPE when required.

EDUCATION:

• High School Diploma or equivalent required.

ENVIRONMENTAL CONDITIONS

The environment described here is meant to be representative of those an employee would normally encounter while performing the essential functions of the job. The physical environment requires the employee to work inside in a climate-controlled environment with occasional exposure to heat or cold and production noise. Required to use PPE while on production floor. 

SPECIAL JOB DIMENSIONS

Work involves overtime and could involve schedule changes based on company need. Requires adherence to deadlines and project completion deadlines.