Customer Service Representative 9/16/2016

WS Packaging Group Inc. Wilton, NH

Company
WS Packaging Group Inc.
Job Classification
Full Time
Company Ref #
16-0273
AJE Ref #
576199679
Location
Wilton, NH
Experience
Entry Level (0 - 2 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

APPLY
Description
SUMMARY: Under the direction of the Customer Service Manager, the Customer Service Representative is responsible for providing superior service that meets or exceeds all internal and external customer s needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Duties may be modified or additional duties assigned.
* Understand and adhere to the policies and procedures outlined in the employee manual.
* Understand and support the Corporate Mission Statement, Values, Vision, and Operating Principles (attached).
* Adhere to mandatory daily stretch, safety requirements.
* Meet attendance standards.
* Practices and sustains Lean Manufacturing and 6S procedures.
* Treats others with respect.
* Accepts responsibility for own actions.
* Meets production standards.
* Validate incoming art, orders and other customer requests; discuss necessary changes with customer.
* Provide accurate and complete information to internal customers.
* Ensure that customer fully understands what is required of them to meet their expectations.
* Confirm charges, pricing, and miscellaneous charges. Add necessary price breaks to existing quotes.
* Coordinate and monitor orders through invoicing. Manage inventory releases; update customers with pertinent information.
* Handle press proofs, process complaints/credits, research and assist in clean-up of open payment issues.
* Bring forth ideas to expedite orders, resolve issues, cost absorption confirmations, etc.
* Utilize Customer Service Support personnel and other resources to assist with workload.

Travel:
May require limited travel (daily/overnight/extended stays possible) when needed. Supervisor will determine need.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving Identifies and resolves problems in a timely manner. Develops alternative solutions; works well in group solving situations.
Technical Skills Strives to continuously build knowledge and skills. Shares expertise with others.
Customer Service Responds promptly to customer (internal and external) needs.
Interpersonal Skills Listens to others without interrupting. Focuses on solving conflict, not blaming; Keeps emotions under control; remains open to others ideas and tries new things.
Oral Communication Speaks clearly in positive and negative situations; Listens and gets clarification; responds well to questions; participates in meetings.
Written Communication Writes clearly and informatively; edits work for spelling and grammar. Presents numerical data effectively and is able to read and interpret written information.
Teamwork Balances team and individual responsibilities; gives and welcomes feedback; Exhibits objectivity and openness to other s views: contributes to building a positive team spirit
Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality: Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity Completes work in timely manner. Meets productivity standards.
Business Acumen Understands business implications of decisions.
Organizational Support Follows policies and procedures; completes administrative tasks correctly and on time.
Judgment Exhibits sound and accurate judgment. Includes appropriate people in decision-making process.
Planning/Organizing Uses time efficiently.
Professionalism Treats others with respect and consideration; accepts responsibility for own actions. Shows respect and sensitivity for differences in culture, generation, status or position.
Ethics Works with integrity. honesty and ethically.
Safety and Security Observes safety and security procedures.
Adaptability Adapts to changes in the work environment. Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality Is consistently at work and on time.
Dependability Follows instructions, responds to management direction; commits to extended work hours when necessary. Completes tasks on time or notifies appropriate person with an alternative plan.
Initiative Seeks increased responsibility; Takes independent actions and calculated risks; Asks for and offers help when needed. Demonstrates persistence and overcomes obstacles.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and customer service experience.

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Associate s degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability:
Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form..

Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office Software including Outlook, Excel and Word. Have the ability to learn company specialized software programs.

Physical Demands:
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:
Quiet conditions; may encounter moderate noise when in manufacturing environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements
SUMMARY: Under the direction of the Customer Service Manager, the Customer Service Representative is responsible for providing superior service that meets or exceeds all internal and external customer s needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Duties may be modified or additional duties assigned.
* Understand and adhere to the policies and procedures outlined in the employee manual.
* Understand and support the Corporate Mission Statement, Values, Vision, and Operating Principles (attached).
* Adhere to mandatory daily stretch, safety requirements.
* Meet attendance standards.
* Practices and sustains Lean Manufacturing and 6S procedures.
* Treats others with respect.
* Accepts responsibility for own actions.
* Meets production standards.
* Validate incoming art, orders and other customer requests; discuss necessary changes with customer.
* Provide accurate and complete information to internal customers.
* Ensure that customer fully