Job Details
Description
About the Role:
As a temporary customer service representative you will be a direct link between the end use customer and the Magris Talc internal customers such as sales representatives, finance, research and development, and plant production personnel. Customer service representatives are essential for processing customer orders, understanding customer needs and communicating this information internally. Works closely with CSR team members at all US and Canada locations.
JOB SUMMARY/PURPOSE:
Customer service representatives are essential for processing customer orders, understanding customer needs and communicating this information internally.
JOB SCOPE/DIMENSIONS:
Customer service representatives are the direct link between the end use customer and the Magris Talc internal customers such as sales representatives, finance, research and development, and plant production personnel.
KEY TASKS AND RESPONSIBILITIES:
- Process customer orders - Ensure the customer needs for products are understood in terms of the technical aspects of the products required, the timing that the product is needed in, and the packaging requirements of the customer.
- Provide necessary documents to internal and external customers for order fulfillment.
- Schedule production - Integrate customer orders into the production unit's production plan. This requires knowledge of production processes, schedules, capacities, and capabilities.
- Provide internal and external customers with information on: order follow up, new customer credit information, customer pricing, list price quotations, provide initial request for debit / credit processing.
- Process change orders and cancel orders by taking the orders, coordinating with logistics, and with the production / warehouse facility.
- Develop reports to improve processing and tracking of daily orders.
- Maintain up-to-date customer records, including contacts, customer specific and order specific instructions to ensure accuracy of data input for order processing.
- All other duties as assigned.
OTHER IMPORTANT FUNCTIONS: - Customer rush orders - coordinate with production and logistics to obtain and deliver the proper product in an acceptable time frame for the customer.
- Shipment delays - monitor and communicate transportation delays to internal and external customers. Offer customers options for obtaining product from other Magris Talc resources during delays. (Warehouse, distributor, alternate production facilities)
- Participates in corrective action teams on Logistics and customer service matters and implements recommended plans of action in areas of responsibility.
- Works closely with Corporate Logistics Group to identify and resolve problems related to transportation and customer service activities.
- Production delays - monitor and communicate production delays to internal and external customers. Offer customers options for obtaining product from other Magris Talc resources during delays. (Warehouse, distributor, alternate production facilities)
- Assist in investigation of damage claims involving transportation of finished products and/or crude and makes recommendations for corrective action.
- Credit holds - resolve credit holds internally with finance and sales when possible or turn issue over to finance for legitimate credit issues.
- Quality issues - Receive quality complaints and initiate the proper company response including re-supply.
JOB SPECIFICATIONS:Education and Experience requirements: - 2+ years related experience and/or training; or equivalent combination of education and experience required.
- Production process knowledge, inventory management knowledge, truck and rail logistics knowledge preferred.
- Associates or Bachelor degree preferred.
Knowledge, skills, abilities and other characteristics: - Strong computer skills in Microsoft Office.
- ERP knowledge preferred.
- Strong Customer Service Skills, preferably in a Business-to-Business Setting.