Sr. Customer Service Representative
BWAY

Addison, Illinois


Job Description

Plant Name: Addison Office - 105058

Requisition ID:007227--Plant

Mauser is one of the largest manufacturers of rigid metal and plastic containers in North America. Our diverse products and broad geographic reach have made us a market leader in the general line packaging industry. Mauser offers comprehensive packaging for a wide variety of applications. Mauser is an Equal Opportunity Employer of minorities/females/vets/disability.

Position Summary:

Sr. Customer Service Representative (Sr. CSR) functions as the liaison between Mauser Corporation and its key customers. By working with all the functional areas of the company, they ensure the customers' requirements are met or exceeded while meeting the corporate goals and objectives. They are responsible for the coordination, oversight, and processing of orders in support of National Account customers and their locations. The Sr. CSR be the single point of contact for an assigned customer group from Mauser's large and prominent portfolio of accounts. They will ensure all program requirements and contractual obligations are met, while providing a high level of customer service and sense of urgency for all their related needs.

Responsibilities:

  • Lead communication with National Account customers
  • 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 Mauser team members.
  • Work closely with Key Account Managers to strengthen relationships with assigned customers.
  • Lead customer consignment transactions where applicable.
  • Manage and oversee any applicable customer specific software portals
  • Inform sales and operations of any unresolved service issues; recommends corrective action to customer issues as necessary.
  • Review orders after shipment for billing accuracy and any quantity item errors.
  • Manage the issuing of credits, return authorizations and pallet returns for assigned customers.
  • Performs other duties as assigned.

Job Requirements
Requirements:
  • Associates or Bachelor's Degree preferred but not required
  • 5+ years customer service experience required
  • Demonstrated proficiency in Microsoft Office applications (Excel, Word), Outlook, Internet
  • Ability to work in a fast-paced and high-volume environment with emphasis on accuracy and timeliness
  • Able to shift focus from proactive to reactive activity daily
  • Professional verbal and written communication
  • Strong customer service advocacy and problem-solving skills
  • Ability to develop strong working relationships with customers and plant personnel
  • Ability to make fact-based decisions and understand the impact of these on our customers and business


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