Senior Customer Service Representative at Hood Packaging Corporation

SCOPE OF POSITION

The Senior Customer Service Rep reports to the Plant Services Manager, Calgary Plastic Division and has functional responsibility for major and LTL accounts from order entry, updates and revisions through to shipping and delivery. This includes timely placement and managing of customer releases and production orders to prevent customer out of stock inventory position.  Training of other employees, and act as a functional and technical resource to others in the department.  Preparation of price quotes, communication and co-ordination between Production, Sales and Customers.  Accountable to carry out all tasks in a healthy and safe manner and to participate in the Health & Safety Management System program. In the absence of the Senior Customer Service Rep, the General Manager or designate will assume the responsibilities of this position.

Within the limits of applicable policies, procedures, and established plans, this role has the authority to take action and make decisions. The assignment or delegation of work does not relinquish accountability for results. Performance will be measured by the extent to which responsibilities have been fulfilled. 

Functional Responsibilities:

• Prepare costing for pricing purposes


• Receive customer orders, verify accuracy and input into the computer system for scheduling


• Coordinate customer orders with Sales staff and the master scheduler


• Compare customer request dates with dates assigned by the Master Scheduler for production, assist as needed with prioritizing existing orders to achieve production goals


• Receive customer complaints, clarify complaint/obtain pertinent information, input details into QAD database and distribute to QA and CS personnel


• Compare production progress against production schedule & shipping requirements


• Communicate variances in MFG schedule


• Process pre-shippers, trace shipments, review shipping documents and price for accuracy prior to processing invoice, generate invoice and distribute.


• Act as a liaison to assist sales staff with delivery dates, quantities, prices, questions and/or issues with customers


• Monitor and update inventory levels and production status


• Monitor aged inventory, bill or ship accordingly to reduce or maintain lower working capital


• Track, forecast, plan customer inventory requirements to required inventory levels with production, prepare and process manufacturing orders based on anticipated customer requirements


• Applies for and edits master customer information and numbers using an MRP system, MS Sharepoint and related systems and checks for accuracy.


• Other duties as required

Key Working Relationships:

• Regular contact with customers for communication for orders:     placement, updating, changing, coordinating, confirming, problems and issues 


• Regular contact with salespersons for communication on customer issues, problems, complaints, delivery


• Regular contact with Accounting Department for verification or orders shipped


• Regular contact with Shipping Department personnel for delivery dates / times


• Regular contact with Master Scheduler and Production personnel for order status, updates and changes

Functional Requirements:

• Regular use of computers, telephones and misc. office equipment.


• Must be able to manage complex tasks.


• Read and understand the Job Safety Analysis (JSA)


• Understand and follow the food, safety, and quality procedures


• Read, understand and follow the Quality System Procedures (QSP)

Education & Experience 

• High School Diploma or GED with 3 years customer service experience in a manufacturing environment or 2 Yr. Post-Secondary Degree/Diploma in a related field with 1-2 years customer service experience in a manufacturing environment 

Skills

• Excellent verbal and written communication


• Excellent telephone skills


• Ability to interact effectively, courteously, and diplomatically with all types of customers, both internal and external


• Excellent computer skills


• Excellent MS Office software skills, especially Outlook and Excel


• Ability to make sound decisions and correctly set priorities (in adverse conditions) for successful completion of daily responsibilities