Job Description

 
Customer Service Representative Job Description

BRIEF JOB DESCRIPTION:

• The Customer Service Representative (CSR) is responsible for receiving, accepting, and processing customer orders. This position acts as a liaison between Sales, Production, Quality Assurance and Shipping departments to ensure that customer orders are accurate, adhere to quality standards and are delivered on-time. The CSR also provides inside sales service by verifying stock availability, advising production lead times and providing quotations to customers as required.

• The CSR reports to the Customer Service Manager.

RESPONSIBILITIES MAY INCLUDE:

• process customer inquiries about stock availability, lead times, order status, and product certifications

• generate sales quotes as required

• enter sales orders (verifying inventory on-hand, pipe to be produced, pricing, and production lead times)

• schedule plant production to meet customer requirements and maximize plant efficiencies

• up-date plant production schedule as orders are completed (or as they require changes)

• notify customers when orders are produced

• coordinate the supply of documentation as requested by customers

• submit requests for Product Certifications to QA Department and forward to customers upon request

• provide weekly inventory reports and production lead times to Sales Manager and Customer Service Manager

• prepare inventory count sheets

• supervise monthly inventory counts

• assist in recounting inventory variances as required

• input monthly inventory count into SAP

• adjust SAP inventory as required (eg: to correct production entries, for steel reel returns, etc.)

• promote a safe workplace and ensure Administration and Shipping Departments comply with all safety procedures and policies

• review weekly A/R report and assist with A/R collections as required

• other duties as required

JOB REQUIREMENTS:

• A post-secondary education in business, marketing or project management is preferred, or relevant work experience that includes customer service, sales, inventory control and scheduling.

• Depending upon the place of employment, must be legally entitled to work in the U.S. or Canada.

• Requires proven skill set in leadership, teamwork, initiative, communications and adaptability.

• Proficiency is MS Office is required and experience working with SAP is an asset.

PHYSICAL DEMANDS:

• Walk, sit, stoop, bend, talk and hear

• Use hand to fingers, handle, or feel objects, keyboarding, reach with hands and arms

• Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, the ability to adjust focus and distinguish color.

• Employee must be able to lift objects up to 30 pounds.

WORK ENVIRONMENT:

• This position consists mostly of administrative tasks but does include some work outside in the pipe yard when inventory counts or inspections are conducted.

• Time will be spent among the office, production floor and yard areas. Some time will be spent outside in all-weather conditions.

• Work closely with Sales, Production, Quality Assurance, Administration and Shipping personnel.

TRAINING:

• The Company provides training in SAP, customer service, safety, WHMIS and quality procedures.

ADVANCEMENT:

• WL Plastics has a promote-from-within philosophy

TRAVEL REQUIREMENTS:

• Travel is rarely required. Travel to other cities or manufacturing facilities may be necessary for training or benchmarking purposes.

Safety is the most important part of all jobs within WL Plastics; therefore, candidates and employees must be able to demonstrate the ability to initiate, lead, and uphold safety policies, procedures, and housekeeping standards at all times.