Job DetailsJob Location Port Townsend Paper - Port Townsend, WA Position Type Full Time Education Level High School Travel Percentage None Job Shift Day Job Category Admin - Clerical DescriptionThe Position We currently have an opening for a Customer Service Representative to serve as our first point of contact for customers, as well as oversee order fulfillment. This role will be responsible for collecting and entering data into databases, processing orders and reporting requests, as well as providing effective and efficient communication between multiple parties, while maintaining our exceptional service levels. This role reports directly to the Logistics Services Manager. About Port Townsend Paper Company (PTPC) The Port Townsend Paper ( PTPC ) mill is proud to have been in continuous operation for more than 90 years. We use a blend of virgin and recycled fibers (Kraft and OCC pulp) to produce Kraft pulp, paper, containerboard, medium and market pulp. We have built a strong and loyal customer base by developing and nurturing strategic partnership-style relationships. At PTPC we believe that a healthy and safe work environment is fundamental to the success of all employees. We put that belief into practice every day by managing risk and building safety reliability into our processes and procedures. Engaging and empowering our workforce to maintain world-class safety performance is the pathway to achieving operational excellence. We also strive to preserve the environment, be good neighbors, and remain a valued member of the local community. Many of our employees have enjoyed working at PTPC for the greater part of their careers; we have employees with 20, 25, 30, even 35 years of service. PTPC is proud to provide good, prevailing wage jobs on the Olympic Peninsula. Job Responsibilities
- Acts as primary customer service contact, understanding, anticipating, and responding to customers' and businesses' needs in a changing environment.
- Provides excellent customer service through timely and accurate customer communications via email and telephone.
- Processes orders & revisions according to established department policies and procedures.
- Researches, compiles, verifies accuracy, and sorts information to prepare for computer entry.
- Works effectively to solve complex ordering and scheduling of customer products to meet demands and delivery dates.
- Expediting flow of information regarding specifications, orders, discrepancies, and customer
- requirements to sales, production, accounting, and transportation personnel.
- Manages miscellaneous tasks such as quality complaints, sample requests, credit/debit items, etc.
- Identifies continuous improvement opportunities, addresses gaps in current processes and suggests optimized ways of working to improve customer satisfaction and the team's efficiency.
- Actively participates in Health & Safety, including upholding safety policies and procedures.
- Occasional vacation relief duties, with additional training in and outside of the department.
- Other duties as assigned.
Accountability and Authority ABB PTS Functionality and Maintenance
- Works with software provider and users on modifications/enhancements to functionality and our processes to ensure smooth operation.
- Maintains data in database.
Inventory
- Coordinate with the sales team and Production Planner to achieve maximum trim efficiency by balancing available purchase orders against historical and current data.
QualificationsKnowledge, Skills and Abilities
- Attention to detail and demonstrated ability to follow standard procedures.
- Strong analytical thinking, problem solving and critical thinking skills.
- Excellent written and verbal communication skills.
- Ability to work in both a team and independent environment to service the needs of our customers and internal partners.
- Ability to manage multiple high priority tasks effectively.
- Ability to work well under pressure in an ever-changing environment while achieving set daily/weekly/monthly objectives.
- Demonstrated proficiency in computer systems: Experience using Microsoft Office programs such as Word (to write business correspondence), Excel (for use of spreadsheets, reporting, simple formulas) and Outlook (for internal and external correspondence.)
Required Education
- High school graduate or equivalent to (GED), some college preferred.
Required Experience
- Minimum 2-years' experience in customer service and administrative position.
Employment Terms
- Normal hours 7am - 4pm, Monday - Friday
- Full time, Non Exempt
- Salary range: $55,000 - $75,000 DOE.
- Excellent benefits package including medical, dental, life, and long-term disability insurance.
- 2 weeks paid vacation.
- 9 paid holidays and one paid personal holiday per calendar year.
- Retirement plan.
- Employee Assistance coverage with full services, including dietary and nutritional services, retirement planning, and support services.
- In compliance with the Immigration and Naturalization Act, proof of authorization to work in the United States will be required at the time of hire.
- Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Port Townsend Paper Corporation is an equal opportunity employer. We are a drug free workplace.