The Senior Customer Service Rep reports to the Customer Service Manager, Calgary Plastic Division and has functional responsibility for major and LTL accounts from order entry, updates and revisions through to shipping and delivery.
This includes timely placement and managing of customer releases and production orders to prevent customer out of stock inventory position.
Training of other employees, and act as a functional and technical resource to others in the department. Preparation of price quotes, communication and co-
ordination between Production, Sales and Customers. Accountable to carry out all tasks in a healthy and safe manner and to participate in the Health & Safety Management System program.
Prepare costing for pricing purposes
Receive customer orders, verify accuracy and input into the computer system for scheduling
Coordinate customer orders with Sales staff and the master scheduler
Compare customer request dates with dates assigned by the Master Scheduler for production, assist as needed with prioritizing existing orders to achieve production goals
Receive customer complaints, clarify complaint / obtain pertinent information, input details into QAD database and distribute to QA and CS personnel
Compare production progress against production schedule & shipping requirements
Communicate variances in MFG schedule
Process pre-shippers, trace shipments, review shipping documents and price for accuracy prior to processing invoice, generate invoice and distribute.
Act as a liaison to assist sales staff with delivery dates, quantities, prices, questions and / or issues with customers
Monitor and update inventory levels and production status
Monitor aged inventory, bill or ship accordingly to reduce or maintain lower working capital
Track, forecaset, plan customer inventory requirements to required inventory levels with production, prepare and process manufacturing orders based on anticipated customer requirements
Applies for and edits master customer information and numbers using an MRP system, MS Sharepoint and related systems and checks for accuracy.
Education & Experience
High School Diploma or GED with 3 years customer service experience in a manufacturing environment or 2 Yr. Post-Secondary Degree / Diploma in a related field with 1-
2 years customer service experience in a manufacturing environment