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For your reference, we have included the original job posting below.
Customer Service Associate - WDT
Job Number:
26228406
Company Name:
Silgan Plastics
Job Location:
Woodstock, IL US
Job Categories:
Customer Service Manufacturing & Production
Minimum Education:
4-Year College Degree
Customer Service Associate - WDT
Categories: Customer Service Management, Customer Service Support
SUMMARY DESCRIPTION: Obtain the order, 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: ?Answer telephone quickly, in a friendly manner and with a positive attitude.
?Become familiar with accounts; stay ?on top of? their orders and be prepared to answer telephone inquiries immediately.
?Work with scheduling, purchasing, manufacturing, sales, pricing, technical group, and mold control to satisfy and/or follow-up accounts.
?Daily follow-up to assure customer will be satisfied (check inventory, production and shipments).
?Continually follow up with customer to review needs and obtain releases.
?Contact customers to see if additional business or repeat orders can be obtained.
?Obtain and provide feedback/communication with Sales regarding customer problems and new interests.
?Obtain customer requested information and transmit as required.
Order Entry: ?Bottle orders, obtain complete order information from the customer and enter data into the system right the first time.
?Prepare art deco requests and coordinate with customer for complete information and to ensure artboards and kromecoats get sent.
?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 Norcross all customer bottle specs to ensure they are producing the bottle according to customers? specs and provide pre-shipment samples where required.
?Cut-in orders, bottle, deco, resin, gram weight, neck finishes, etc., for Norcross and 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 Norcross or applicable plant.
Pricing: ?Be knowledgeable of sales policies to ensure that all applicable charges are added to orders (color flush, gram weight charge, material change charge, label change charge, etc.).
?Investigate pricing discrepancies, provide all information for resolution and follow up accordingly.
?Write and send disallowance letters if pricing discrepancy is not justified.
?Send price change letters to customers in advance to ensure proper and prompt payment of invoices with new prices.
Inventories and Shipments: ?Daily check inventory/production/shipments.
?Communicate inventory and shipments information to the customer.
?Obtain releases and communicate to the plants.
?Follow up with customers on orders past due for shipments.
?Obtain warehousing agreements and enforce with customer and account sales representative.
?Write up invoice request for warehousing charges.
?Follow up on warehousing charges to be paid.
?Verify inventory of finished goods and all raw materials before any order is closed out or adjusted downward.
Complaints: ?Obtain information from customers/sales on complaints.
?Write up complaints and send to plant and sales.
?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 telemarketing function.
?Follow up with telemarketing rep to ensure that new customers first exposure to Silgan is completed with prompt and courteous service.
?Promote interaction with existing customers to search out new prospects.
?Document any new information in effort to capture new business opportunities
Requirements:
EDUCATION: Required: High School diploma or GED equivalent
EXPERIENCE: Required: 3 to 5 years Customer Service experience
SKILLS: Required: Strong working knowledge of Microsoft Suite, strong verbal and written communication skills, high level of attention to detail. Preferred: Working knowledge of Oracle.
NOTE: RESUMES SUBMITTED BY RECRUITING AGENCIES WILL NOT BE ACCEPTED
