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Customer Service Representative

3 days ago

Richmond Hill, Ontario, Canada E.B. Box Company Full time

Job Summary:

We are seeking a motivated and customer-focused Customer Service Representative to join our team at E.B. Box Company. As a key member of our customer service team, you will be responsible for managing customer relationships, processing orders, and ensuring the smooth flow of communication between clients and our production team. Familiarity with ERP systems and docket systems is essential to manage orders, track job progress, and maintain accurate documentation.

Key Responsibilities:

  • Client Communication: Respond to customer inquiries via phone, email, or in person regarding food packaging solutions, pricing, delivery timelines, and other product-related questions. Provide exceptional customer service at all stages of the order process.
  • Order Management: Process and input customer orders accurately into the ERP system, ensuring all details (such as packaging specifications, artwork, and quantities) are correct and clearly communicated to the production team.
  • ERP & Docket System Utilization: Efficiently use the company's ERP (Enterprise Resource Planning) system to track, manage, and update orders, from initial receipt through production to delivery. Ensure that each job is logged, tracked, and processed through the docket system for real-time updates and visibility.
  • Quote Generation: Provide customers with detailed quotes based on their packaging needs, including print finishes, sizes, quantities, and materials. Ensure pricing and timelines are accurate and reflect the company's production capabilities.
  • Problem Resolution: Address customer complaints and concerns in a timely and professional manner, resolving any issues related to orders, delivery, or product quality. Escalate complex issues to management when necessary.
  • Order Coordination: Work closely with the production and logistics teams to ensure that food packaging orders are produced accurately, meet deadlines, and comply with quality standards. Ensure that any changes to customer orders are updated in the ERP and docket systems.
  • Documentation: Maintain accurate records in both the ERP and docket systems, tracking each customer's order history, specifications, and job progress. Ensure proper documentation is available for repeat orders and future inquiries.
  • Follow-Up and Customer Retention: Conduct post-order follow-ups to ensure customer satisfaction, resolve any lingering issues, and gather feedback to improve service and product offerings. Build strong, long-term relationships with customers.
  • Sales Support: Identify opportunities for additional sales, such as custom packaging design options, finishing services, or bulk orders, and offer these to customers as appropriate.

Required Skills & Qualifications:

  • Experience: 2+ years of customer service experience, ideally in the printing, packaging, or food industries. Experience with food packaging or manufacturing processes is a plus.
  • ERP & Docket Systems: Proficiency in using ERP systems to manage orders and docket systems for job tracking. Previous experience with similar systems is highly preferred.
  • Communication Skills: Strong verbal and written communication skills. Ability to explain complex information clearly and professionally to customers.
  • Attention to Detail: Strong attention to detail, especially when entering customer order details and specifications into systems.
  • Problem Solving: Ability to handle customer complaints and resolve issues effectively while maintaining a high level of professionalism.
  • Multitasking: Ability to manage multiple customer orders, queries, and tasks simultaneously, without sacrificing quality or efficiency.
  • Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
  • Team Player: Ability to work effectively with cross-functional teams, including production, logistics, and design departments, to ensure customer orders are fulfilled on time and to specification.

Preferred Qualifications:

  • Industry Knowledge: Familiarity with food packaging regulations, materials (e.g., folding cartons), and printing techniques specific to packaging.
  • Technical Skills: Basic knowledge of print production processes, packaging design, and compliance with food safety standards.
  • Sales Acumen: Ability to identify upsell opportunities and suggest packaging solutions that can add value to customers.

Physical Requirements:

  • Ability to sit or stand for extended periods while managing customer inquiries or processing orders.
  • Occasional light lifting (e.g., assisting with packaging samples or customer documentation) may be required.

Job Types: Full-time, Permanent

Benefits:

  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off

Work Location: In person