Customer Sales Support Representative

Position Description

Title: Customer Sales Support Representative

Department: Customer Service

Location: Production Plants

Immediate Supervisor: Customer Service Manager or Supervisor

Status: Non-Exempt Salaried

Position Purpose: Lead customer contact for all aspects of daily order transactions.

Responsible all aspects of daily order transactions between IPG's Protective Packaging Customers and Operations, for soliciting orders from existing customers, managing truck fill rates, and addressing customer complaints. Will be responsible for following all of IPG policies and procedures in the area of Customer Service.

Principle Accountabilities

• Pro-actively communicate with shipping or logistics provider to obtain delivery status, pro numbers, and POD's on behalf of customers.
• Work with sales and operations to identify solutions to address operations and customer's needs.
• Weekly customer activity analysis of order history, open orders and status reports. Utilize this information to improve customer satisfaction and increase IPG revenue.
• Communicate to sales; quote requests, price changes, canceled orders, order changes, late orders, and intel shared by customer.
• Process product orders, sample orders and literature requests as requested by the customer.
• Review order cube and dollar value vs. our T&C's and proactively notify customers when orders do not meet our T&C's
• Adhere to All Customer Service Core Values.
• Provide excellent communication etiquette with active listening skills.
• Proactively contact customers to get pool truck orders in day before pool truck cut-off.
• Customer Order Management
• Solicit orders from customers to fill pool trucks.
• Provides general support to the sales team.
• Process claims and complaints as needed; supply all pertinent information as required by the published Terms and Conditions.
• Proactively follow up with customers on sample orders. Determine if sample addressed customer's need or if another product would be a better solution. Solicit orders.
• Keep Customer master database updated.
• Gain knowledge of IPG technical services, EDI, and encourage customer usage when applicable.
• Ensure information in AS400 and sales automation are the same.
• Verify order entry accuracy utilizing checklist.
• Other Responsibilities
• Follow all company policies and procedures.
• Analyze customer's sales trends in conjunction with sales by utilizing WebFocus reporting as well as knowledge of ordering patterns.
• Daily pro-active communication with internal and external customers to monitor their satisfaction with regard to service and their individual, specific needs.
• Provides follow up and corrective action on issues raised by the customer.
• Achieve pre-agreed upon KPI and Quality Scorecard based on PMTA.
• Existing Customer Order Solicitation
• Be familiar with the use of the AS400 and PC's. Understand the basic concepts of IPG's Operations and supply chain systems and how they manage the flow of material.
• Work with sales, product and price management to resolve order pricing issues. Provide customers timely and accurate pricing information.
• Continuous Improvement
• Expedite orders and sample orders as needed, according to IPG policy and system.
• Actively implements our outbound call plan to existing customers to solicit orders.
• Attend and complete in-house and/or professional training as required.
• Complaint Processing and Follow Up
• Truck Fill Rates
• Monitor OTIF and open orders reports to ensure we meet confirmed delivery dates. Communicate misses so corrective action can be taken.
• Offer substitutions where appropriate.
• Proactively communicates problems to department staff and keep management and key parties informed until resolved.
• Utilize Footprints report to follow up with operations, claims processing and sales to close out claims.
• Proactively communicate order status to external customers utilizing open order report addressing back orders, and late shipments.
• Resolves customer issues, involving manager as necessary.
• Respond to customer inquiries in a timely manner maintaining a professional demeanor via e-mail or phone.
• Responsible for building and maintaining relationships with customers by providing help/advice and potential solutions to existing customers.
• Perform other duties as required.
• Attend sales calls as required.

Essential Skills And Experience

• Must be detail orientated, results driven and conscientious.
• AS400 Experience (preferred)
• Strong Math Skills
• Excellent communication etiquette with active listening skills.
• Ability to multi-task and work in fast paced environment.
• 2 years Customer Service, or related field experience (preferred)
• Bachelor's Degree in business or related field (preferred)
• Must be a team player.
• Experienced in Microsoft Office, specifically Excel and Word.
• Must be personable, have a passion for people and providing excellent Customer Service.
• Knowledge of Packaging Industry a plus

Job Posted by ApplicantPro