Location: Clearwater,FL, USA
** Customer Service Representative**
**Job Category****:** Customer Service **Requisition Number****:** CUSTO004693 Showing 1 location **Job Details**
**Description**
**Company Overview:**
Since 1948, T.O. Plastics has been manufacturing quality thermoformed products. Thermoforming is the process of heating up a sheet of plastic and forming it into shape using pressure or suction. Today, we offer a standard line of thermoformed products to the horticulture industry, plus we design and manufacture custom thermoformed parts and packaging to a wide variety of industries (medical, industrial, horticulture, electronic, agriculture, consumer packaging, and more). We are one of the top 100 thermoforming companies in North America, and we deliver value by focusing on customer needs and offering design-to-distribution services. Dedicated to excellence, we leverage our experience and core competency to develop customized, cost-effective solutions and provide exceptional service to customers around the world. T.O. Plastics has facilities in both Clearwater and Otsego, Minnesota.
Our vision is to be viewed as a best-in-class manufacturer and a great place to work. For these reasons, safety is the number one priority at T.O. Plastics. As a team we collectively keep one another safe by creating and following safety policies, correcting unsafe conditions, and seeking proper treatment if injury does occur. By valuing GRIT (Great People, Results, Integrity, & Tenacity) we believe we can do what we do at the highest level of quality and safety.
**Essential Functions:**
This position is responsible for the following tasks, duties, and responsibilities:
* Maintain Customer account information in ERP System. Review and process sales orders into ERP system as required. Perform daily systems management to ensure that information is being entered in a timely and accurate manner.
* Send Sales Order Acknowledgements, to customers, as confirmation of expected delivery.
* Provide day-to-day phone and email interaction with customers regarding product availability, shipping information, complaints, and other customer requests.
* Help resolve product or service problems by working cross functionally to determine the cause of the problem and the solution. Follow up with customers regarding status of resolution.
* Process Return Material Authorization (RMA) requests into ERP and Quality Systems as needed.
* Understanding of various inventory, order, and shipment reports.
* Initiate Engineering Change Notification (ECN) requests when notified, by purchase order or customer, of qualified changes.
* Frequent interaction with operation teams such as production and shipping to alert them of production or logistic concerns.
* Provide extensive support to a remote sales team.
* Coordinate Sample requests
* Document and update customer service processes and procedures.
* Suggest and implement process improvements
* Act as a backup to other customer service team members as needed.
* Identify and report any unsafe work conditions, behaviors, or incidents.
* Follow and adhere to all safety procedures.
* Other duties as assigned by the supervisor/manager.
**Education, Experience, and Skills:**
The qualifications listed here are guidelines. Other combinations of education and experience could provide the necessary knowledge, skills, and abilities to perform this job.
* BA in related field preferred and a minimum of one to two years related experience or equivalent combination of education/experience.
* Previous experience in customer service and/or working in a fully integrated computerized ERP environment are preferred.
* Knowledge and proficiency in TMM - SOXF1 (sales order entry) processes and procedures is preferred.
* Understanding and proven ability to perform, as part of daily routine, functions within PC Windows based software (Outlook, Excel, Word, etc.)
* Strong time management skills, ability to multi-task, attention to detail, analytical skills, and the ability to communicate effectively both verbally and written to all levels of personnel in a professional manner.
* Positive and constructive attitude
* Collaborative and able to work within team as well as cross-functionally
* Basic mathematical skills acquired through a BA or related curriculum.
* Ability to efficiently perform 10 key functions relative to completing required projects
* This is an administrative position that requires good common sense as well as reasoning ability to analyze situations and implement corrective actions to control the system.
**Working Environment and Physical Demands:**
The characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* This position does require periodic walking trips through the manufacturing facility (hearing and eye protection provided as required) where decibel levels are considered noisy, but safe.
* Must be able to wear all required personal protective equipment consistently and correctly. This may include wearing safety glasses, ear plugs, gloves, respiratory masks, other safety equipment as designated, and adhering to the safety dress code.
* Job responsibilities are typically completed in a controlled and well-lit office work environment with few physical hazards.
* This position is considered sedentary work which involves sitting most of the time with only occasional need to walk to stand.
* May be required to exert up to 25 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
* Visual acuity, manual dexterity, and hand function may be required to complete data entry, use technology, and complete other administrative tasks as needed.
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