Bilingual Customer Service Associate

7 months ago

Lachine, Canada Silgan Plastics Full time

For more than 50 years, Silgan Plastics has defined the plastic bottling industry from technical innovation to creative packaging solutions. No matter what your packaging needs, Silgan can and will handle them. From creation to commercialization, our customized approach to each customer's requirements is what sets us apart from the rest.

**SUMMARY DESCRIPTION**:
Process orders satisfy the customers’ requirements and deliver as promised. React quickly, accurately, and competently to all customer requests. Develop an ongoing and strong relationship of trust and honesty with the customer. Communicate customer requirements and issues effectively to our Sales & Manufacturing personnel and
Technical Support Group. Enforce Silgan Sales policies and procedures and resolve any deviations with proper authority.

**MAJOR RESPONSIBILITIES**:
**Communications**:

- Daily management for assigned customers
- Learn details of accounts to stay up to date on orders and issues
- Work with scheduling, purchasing, specifications, manufacturing, sales, pricing, technical group, shipping, and mold control to satisfy and/or follow-up accounts
- Daily management and follow-up on accounts/orders (review open orders, check inventory, production and shipments)
- Continually follow up with customer to review needs and obtain releases
- Communicate regularly with customers identifying opportunities for additional business or repeat orders
- Obtain and provide feedback/communication with Sales regarding customer problems and new interests
- Reply to customer inquiries expediently

**Order Entry**:

- Process orders completely with order information including part numbers, pricing, quantity, purchase order number, shipping addresses, billing addresses, customer part numbers/POS are all included from the customer
- Prepare art deco requests and coordinate with customer for complete information and to ensure artwork and specifications are processed and approved for production
- Verify information on purchase orders for consistency with orders in the system and policy. Pack spec requests
- new cartons or changes to existing cartons updated.
- Customer supplied labels - work with suppliers to ensure timely delivery of labels for production run
- Review and send to Quality all customers specs to ensure accuracy and provide pre-shipment samples where required
- Cut-in orders, bottle, deco, resin, gram weight, neck finishes, etc., for applicable plants
- Tooling orders, models, etc., work with customer and sales to provide all necessary information and price on

orders
- Enter alternate resin qualification cut ins at applicable plant
- Run/Review Key tools and reports to effectively manage assigned accounts (Silgan/Customer portals and EDI included)

**Pricing**:

- Maintain knowledge of sales policies to ensure that all applicable charges are added to orders (color flush, gram weight charge, material change charge, label change charge, set up, purge charges etc.)
- Confirm orders and pricing in system match. Investigate pricing discrepancies, provide all information for resolution and follow up accordingly.
- Run weekly Price Change control report and ensure system is updated to minimize any manual overrides
- Write and send disallowance correspondence when pricing discrepancy is not justified
- Send price change notifications to customers in advance to ensure proper and prompt payment of invoices with new prices

**Inventories and Shipments**:

- Daily review of inventory/production/shipments and reports
- Communicate inventory and shipments information to the customer
- Obtain releases/ set up deliveries and communicate to the plants
- Follow up with customers for past due for shipments
- Assist Sales in obtaining warehousing agreements ensuring policy is followed and communicated with customer
- Invoice warehousing charges when appropriate. Obtain waivers for warehousing fees if necessary
- Regularly review and execute appropriate plan for customer’s warehousing charges
- Verify inventory of finished goods and all raw materials before any order is closed out or decreased to ensure all raw materials and finished good are accounted for and dispositioned

**Complaints**:

- Obtain information from customers/sales on complaints
- Process complaints and send notification to plant management for approvals to proceed
- Follow up on complaints to be answered and resolved
- Notify management of unresolved (30 day old) complaints

**New Customer Inquiries**:

- Be alert for all new customer inquiries and forward information to account manager
- Be aware and interact with existing customers for new projects/opportunities

**AUTHORITY LEVEL (if applicable)**:
**EDUCATION**:
**Required**:High School diploma or GED equivalent. College business degree preferred

**EXPERIENCE**:
**Required**:3 to 5 years Customer Service experience

**SKILLS**:
**Required**:Must be bilingual (French and English). Strong working knowledge of Microsoft Suite (with major

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