Customer Service Rep III

TekniPlex is a company that provides concierge service to its customers, aiming to deliver a highly personalized and proactive experience. The Customer Service Rep III role involves leading initiatives to enhance communication and customer satisfaction, managing relationships with various stakeholders, and providing tailored solutions to meet customer needs.

Responsibilities:

• Lead Initiatives to improve communication and customer satisfaction for assigned product segment
• Communicate with all internal departments on priorities and risk factors to understand specific customer needs
• Review and provide input on inventory issues and SLOB
• Maintain and manage relationships with warehouse team, carriers, vendors, and customers for a better coordination. Proactive communication is always needed including after office hours and weekends
• Finding creative solutions to problems such as:
• Ship short notice
• Reschedule shipments
• Filling shipments with different products
• Conduct internal emergency meetings with production, quality, warehousing and logistics
• Effectively utilize the ERP system (LN) to enter information such as:
• Sales orders
• Inventory
• Pricing
• Provide backup for team members’ PTO – schedules should be coordinated effectively
• Prepare and distribute product or service reports both internally and externally by collecting and analyzing customer information:
• Inventory
• Open orders/Backorders
• Monthly expected sales input
• Manage and distribute quality complaints through proper channels making sure the problems/issues are resolved in a timely manner and effectively communicated to the customers
• Participate in customer visits as needed
• Lead and participate in department meetings
• Generate the OTIF KPI for the assigned customers and identify actionable items for improvement
• Review and follow-up on the assigned customer’s sales
• Work on the projects & goals assigned by the department manager
• Receive and process purchase orders
• Process order changes
• Provide order confirmations to customers
• Create credits / debits as needed as well as assist with accounts receivable issues

Requirements:

• Superior problem solving and solid analytical skills (quantitative and qualitative)
• Demonstrated ability to align and work with cross-functional peers and teams
• Ability to plan, organize and prioritize workload. Must demonstrate strong decision-making skills, sound judgment and the ability to adapt to a rapidly changing work environment
• Exceptional verbal and written communication skills. Ability to operate and communicate effectively in person, over the telephone, and in groups, under normal and stressful conditions
• Ability to build rapport and collaborate with others within the company and externally
• Advance proficiency in Microsoft office applications (Excel, Word, PowerPoint, etc)
• Good understanding of planning, inventory management, warehouse operation and manufacturing capabilities
• Establishing and Maintaining Interpersonal Relationships — developing constructive and cooperative working relationships with others and maintaining them over time