Customer Service Representative

Description

• Answers order inquiries, shipping information, pricing and other requested information in a timely manner.
• Opens customer accounts by recording account information for new customers and maintain customer records by updating account information as required.
• Coordinates domestic, export or import shipments with customer requirements to facilitate prompt, economical delivery of products and promote customer satisfaction.
• Coordinates with local or foreign operations production and shipment schedules to service orders
• Assigns accountable pricing, transportation costs where applicable and shipping schedules to incoming orders to promote efficient service to customers according to corporate policies.
• Reviews orders entered to ensure correct prices and order information to eliminate the possibility of error.
• Expedites in-process orders to coordinate efficient Plant operations with customer requirements.
• Maintains regular communication with customers and encourage updated forecasts and future orders.
• Arranges preparation and transmittal of all shipment documentation in accordance with government regulations and requirements of all stakeholders (customs, brokers, banks, carriers, customers, Mativ, etc)
• Coordinates with all parties to ensure goods are in compliance with Customs, Tax and Legal obligations.
• Collaborates to resolve product or service problems, immediately communicating to sales any complaint.
• Processes authorized return of product and subsequent adjustments to provide customer with prompt credit and efficient resolution.
• Processes, code and approve transportation AP invoices, transmit for payment and render all necessary monthly accrual information and submit to accounting.
• Retains records as required by law or Mativ policy, including but not limited to temporary export or import of items, for the Bureau of Alcohol, Tobacco and Firearms and any other government agencies.
• Prepares product or service reports by collecting and analyzing customer information.
• Communicates fully with all external and internal customers and suppliers.
• Additional duties as assigned

• High School diploma or equivalent work experience
• 3 - 5 years' experience providing customer service preferably in a B2B environment
• Customer service driven
• Excellent communication, listening, and presentation skills
• Self-motivated and able to work independently with minimum supervision
• Creative problem solving skills
• Strong math aptitude Ability to multi-task, prioritize, and manage time effectively
• Ability to communicate effectively both verbally and in writing
• Familiarity with ERP and CRM systems and practices