Job Information
Clearwater Paper Corporation Customer Service Representative - Richmond, VA, Mendon, Michigan or Hagerstown, in Spokane, Washington
Description Where you will work: Manchester Industries is proud to embrace a hybrid workforce model for specific positions. Our Company has proven success with hybrid roles while maintaining a collaborative and supportive work environment. This role requires the incumbent to be on-site, at our Richmond, VA, Mendon, MI or Hagerstown, IN locations, a minimum of 3+ times on a bi-weekly basis. We use effective communication tools to foster teamwork and collaboration. Manchester Industries, a Clearwater Paper Company, has been a leader in the market for over 40-years, specializing in quick-turn, custom solutions for premium paperboard buyers. The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees. With vast inventories at Manchester's 5 strategic locations: Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space. What you will do: This is an exciting time to join our team as a Customer Service Representative. The successful incumbent possesses a strong command of the company's customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. The customer service representative must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales representatives, and production personnel. Quoting, Order Entry and Account Management Primary customer contact for assigned accounts. Communicate effectively and professionally with customers, internal departments, and sales. Uses product knowledge to assist customers with ordering needs. Reserves machine capacity, enters orders, communicates ship dates. Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery). Process orders accurately and quickly considering material utilization and manufacturing efficiencies; communicate special instructions to scheduling, production and shipping. Properly request inventory that requires a specific mill run or is stored at off-site locations; Use appropriate/efficient strategies when choosing roll inventory. Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer. Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct. Maintain security of pricing information. Sales Support Product knowledge (paperboard types, suppliers, and available calipers' carried by Manchester), stays up to date and informed of any changes and company policies. Pursue additional sales using product substitution and suggestive selling techniques. Reviews aged inventory, looking for sales opportunities within customer territory. Follow up on sales opportunities with high potential. Gather competitive pricing and other market information and report it to management. Coordinate new customer approval process. Communicate claims to sales team and coordinate reorders. Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues. Initiate product sample requests. Maintain customer service database/systems. Operations Support Advise management of all issues that may inhibit expected job performance. Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.