Customer Exp Pro

Cellofoam North America - Conyers, GA

Full-time

Conyers, GA

Plastics and Rubber Products Manufacturing

About the position

The Customer Experience Professional at Cellofoam North America Inc. is responsible for handling customer inquiries and concerns with discretion and independent judgment. This role involves maintaining both electronic and physical customer files, ensuring that all customer interactions are managed effectively and efficiently. The position emphasizes a strong commitment to safety, requiring all employees to adhere to safety standards and practices to foster a secure working environment. In this role, the Customer Experience Professional will address customer questions regarding project status and related issues, ensuring that all inquiries are responded to promptly and courteously. The position requires answering telephones, processing authorized orders, and providing standard information about service options, charges, billing, and contract parameters. Collaboration with production staff and external vendors is essential to communicate customer information regarding guidelines and production schedules. Additionally, the Customer Experience Professional will work closely with the sales team to process new part number requests, complete forecasts, and identify prospects. This includes submitting quote letters to customers and addressing any customer issues that arise. The role also involves entering and preparing paperwork for the shipping department and Plant/Site Manager, managing customer inventories, and performing regular touch calls to develop customer trust and generate new orders. The position requires maintaining customer profiles and records, ensuring that customer concerns are understood and resolved effectively. The Customer Experience Professional will also work with the credit department to resolve disputed credit items and maintain a positive work atmosphere that respects all team members. This role is dynamic, with responsibilities that may change as needed, and it requires a commitment to the company's focus areas: Safety, Financial, Customer, and People.

Responsibilities

• Address and respond to customer questions regarding project status or related issues.
• Maintain customer files both physically and electronically.
• Answer telephones promptly and courteously, processing authorized orders/changes/returns according to company policies.
• Provide standard information regarding service options, charges, billing, and contract parameters.
• Work closely with production staff and external vendors to communicate customer information concerning guidelines and production schedules.
• Collaborate with the sales team to process new part number and quote requests, complete forecasts, and identify prospects.
• Submit quote letters to customers and communicate customer issues.
• Enter and prepare all paperwork for the shipping department and Plant/Site Manager, including daily invoices for customers.
• Coordinate with production to ensure scheduling is maximized and all deliveries are on time.
• Manage and maintain assigned customer inventories, reviewing stocks and placing orders and shipments.
• Perform regular touch calls to customers to obtain information, develop trust, and generate new orders.
• Maintain customer profiles, assigned files, and computer records including pricing information and purchase order requisitions.
• Ensure customer concerns are understood and clearly explain resolutions to customers.
• Work closely with the credit department to resolve disputed credit items and investigate short-paid invoices.
• Maintain a positive work atmosphere with a culture of respect for others.

Requirements

• Associate's degree in business or 2 years of experience in a business-to-business manufacturing environment.
• Minimum of two years of job-related experience.
• Advanced level computer proficiency in Microsoft Excel, including knowledge of PivotTables, complex formulas, data linking, and charts.
• Proficiency in Microsoft Word and Outlook.

Nice-to-haves

• Experience in a manufacturing environment.
• Strong communication skills.
• Ability to work effectively in a team setting.