Customer Service Representative

2 weeks ago

Oakville, Canada Mauser Packaging Solutions Full time

**Responsibilities**:

- Establish relationship with customers by communicating and resolving issues
- Responsible for order entry and/or maintenance for assigned accounts.
- Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer
- Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members
- Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary
- Reviews orders after shipment for billing accuracy and any quantity item errors
- Manages the issuing of credits, return authorizations and pallet returns
- Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan
- Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary
- Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed
- Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices
- Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items
- Files any customer paperwork such as shipping documentation or customer orders in a timely fashion
- Other duties as assigned

**Requirements**:

- Bilingual in English and French an asset
- Manufacturing experience strongly preferred
- 1-3 years customer service experience required
- Microsoft Office Suite - basic to above average computer skills including Excel
- CRM experience preferred
- Ability to perform basic quantitative skills required,
- Ability to work with all areas of the business including plant and sales personnel.
- Professional verbal and written communication
- Strong customer service advocacy and problem-solving skills

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