Customer Service Representative

Location: Tracy, CA
Date Posted: 03-27-2018
What if you were given the opportunity and responsibility to make a difference? It is time to embrace your Infinite Possibilities. This is your opportunity to be part of International Paper, a Fortune 500 company and global leader in paper and packaging products. IP is known for our commitment to the environment and to cutting-edge technology. We have spent more than 100 years creating new ideas, and we are looking for people who can collaborate to help us build on our history, while creating future success. We are committed to attracting, preparing, promoting and supporting our teams. At International Paper, you control your destiny. We offer benefits, challenges, global opportunities and total rewards. When we say Infinite Possibilities, we mean it.

SUMMARY: Acts as liaison between sales, accounting, scheduling, and production to ensure complete customer satisfaction by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as the need arises.
Develop effective communications with customers by phone or in person to facilitate orders for corrugated shipping containers.
Participate in plant improvement teams as assigned.
Fill in for other members within department as needed.
Responsible for heavy phone contact with customers and sales people.
Work with vendors to assure supply of specified materials and/or work-in-process needed for manufacturing of orders.
Communicate with the sales people on a regular basis regarding activities within their respective accounts.
Responsible for expediting order changes and negotiating with customers.
Responsible for expediting flow of information regarding specifications, orders and customer requirements to manufacturing.
Receive, process and monitor progress of customer orders placed directly by customer or from sales staff. Keep customers apprised of order status as appropriate.
Ensure accuracy of files by maintaining up-to-date specification file and price changes or size changes.  Maintain price quote system credibility.
Handle customer complaints and solicit feedback through customer satisfaction processes in place.  Refer complaints of service failures to designated departments for investigation.
Enhance customer relationships by maintaining specific call patterns and visiting customers.
Build partner shipping relationship. Investigate conditions preventing completion of service connection orders and to obtain conclusion to such.
Build specifications, enter orders and prepare costs for repeat orders and new items consistent with plant booking system.
Review support orders for completeness and accuracy; expedite flow of new item information. 
Prepare and insure the accuracy of print and construction cards for production.
Maintain the integrity of the backlog  system and on-time delivery.
Keep track of finished goods inventory.
Maintain knowledge of manufacturing key processes as it relates to machine limitations and order specifications.
Ability to understand manufacturing capabilities, scheduling requirements and product knowledge to respond to customer needs.
 
COMPETENCIES & QUALIFICATIONS OVERVIEW:
  1. Knowledge of the corrugated industry, container designs, their characteristics and specifications, pricing and costing practices, etc.
  2. Understanding of manufacturing capabilities, scheduling requirements, product knowledge, and truck utilization to respond to customer needs.
  3. Ability to handle telephone conversations, listening & communicating.
  4. Decision maker with good follow-through skills. Ability to handle details accurately.
  5. Excellent time management and organizational skills.
  6. Able to remain flexible and adapt to the situation and provide either leadership or follow instructions and work independently.
  7. Ability to handle pressure and work overtime or irregular hours.
  8. Enthusiastic, customer focused, self-motivated, innovative and aggressive.
  9. Open minded--ability to accept and work through change.

    QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
International Paper is an Equal Opportunity Employer - Minorities/Females/Individuals with Disabilities/Veterans.
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