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
