Note: The job is a remote job and is open to candidates in USA. Flexcon is a global manufacturer of coated and laminated films and adhesives serving industries such as packaging, medical devices, automotive, and labeling. The Customer Service Representative serves as the primary inside contact for customers, managing inquiries, product recommendations, pricing, complaints, and order fulfillment while coordinating with internal teams and developing account opportunities.
Responsibilities
- Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce
- Also responsible for inquiries from sales, tele sales and distribution centers
- Recommend, quote, sample and sell standard stock products
- Document opportunities where standard stock product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion
- Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
- Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations
- Recommend alternative product constructions if required
- Monitor open work orders and expedite as needed
- Proactively notify customers of late or problem orders and any standard product alternatives to assist customer
- Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments
- Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to standard stock product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders
- Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence
- Handle complaints for pricing mistakes, order entry errors and customer accommodations
- Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which Flexcon participates as well as to uncover missed opportunities in which Flexcon is not participating
- Assist with order entry overflow for repeat orders
- Assist with standard price quotations overflow
- Responsible for entry of new customer information
- Contribute to Customer Service Improvement Teams as required
- Ability to use problem solving skills and a “can-do attitude” to overcome obstacles
- Cross train new employees when appropriate
Skills
- Bachelor's degree or equivalent business experience
- 2-3 years' previous Customer Service experience
- Experience in a Manufacturing environment and experience using an ERP system highly preferred
Benefits
- Competitive Compensation & Annual Bonus Program
- Medical, Dental, Vision, and Life Insurance
- Tuition Reimbursement Program
- 401K Match
- Casual Work Environment
- Career Development Opportunities
- Disability insurance
- Paid time off
- Wellness programs
- Tuition assistance
Company Overview