Customer Service Representative

Customer Service RepresentativeOriginally founded in Silicon Valley in 1952, we've been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging.Your RoleCustomer Service RepresentativeUsing your in-depth knowledge of TransPak company products and programs that you'll gain over time through a supportive manager and team; you'll provide effective customer service for all internal and external customers, primarily supporting data entry of invoices. As someone who is naturally friendly and professional, you'll prioritize well, work independently and communicate often with team members within the Customer Service Department and other TransPak teams.What You'll Be DoingAccurate data entry for invoicing by way of intake of orders and entering relevant details into Sage ERPProvide timely and accurate information to incoming customer order status and product knowledge requestsProvide timely feedback to the company regarding service failures or customer concernsProcess customer orders/changes/returns according to established department policies and proceduresWork closely with Planner for scheduling of ordersWork closely with the credit department to resolve disputed credit itemsPartners with the sales team to meet and exceed customer's service expectationsEmail Communication SupportManage and maintain all emails that come into the Customer Service group email, including:Responding to emails within 15 minutes, even if it doesn't pertain to your assigned Sales representativeThen, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request or placing an orderOrder SupportEnter new orders, release blanket orders and manage reschedulesReceive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawerManage Back orders and past dues dailyManage 2-week out drawerConfirm next day scheduled orders, dailyClosing the Red Tag billing process by pricing the labor, attaching the Purchase OrderHandling Phone CallsAnswer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extensionProvide customers with status updates and ETA'sMaintain Voicemail box and keep current respond to customer's messagesWhat We'd Like to See from YouHighly DesiredHigh School Graduate or GED1 year of experience as a Customer Service RepresentativeCustomer/Client focusedProblem solver and analysisExperienced with time managementHigh level of motivation and strong work ethicPreferred and HelpfulProgram Management experienceSage X3 experience or other ERP systemsExcellent communicationEffective interpersonal skills