JOB SUMMARY

The Customer Service Representative is accountable to accurately process customer orders, from order entry through delivery and payment receipt, and maintain a positive relationship with the customer. He/she will work closely with Sales, Design, Sourcing, Scheduling, Accounting, and members of the production team. He/she will be a liaison between Sales (and the customer) and Production to ensure the customer’s order is handled accurately and professionally. He/she will work with Accounting regarding matters of Customer Information Set Up, Payment Terms and Accounts Receivable.

MAIN RESPONSIBILITIES

• Responsible for accurate and timely processing of Customer orders, including related data and records:
• Entry of customer purchase orders in AX
• Preparation and distribution of order acknowledgements, to customer and Sales
• Coordinating order shipments, if applicable
• Creating customer invoices
• Issue customer quotes, as required by Sales
• Setting up new customers – ensure salesperson sends in appropriate paperwork (New Customer Set-up form, signed Credit Application, tax exemption certificates, etc..)
• Set up new items and product structures in AX
• Enter orders into AX within 24 hours of receipt of P.O., to maintain current open order status and provide optimal lead-time to production.
• Issue purchase orders to vendors, as required by customer Purchase Orders and raw material needs
• Ensure there is no discrepancies between customer’s P.O. and customer’s AX file or quote (payment terms, freight terms, customer’s Terms and Conditions of Purchase, etc.)
• Liaise with Design, Sales and Production departments regarding orders, quotes, manufacturing capabilities, lead-times, etc.
• Provide ongoing communications with customers regarding order progress and delivery status.
• Coordinate order shipments, if required by customer, including obtaining the quote from our Freight 3PL, adding appropriate administration fee, and communicating same to customer.
• Issue and send invoices within 24 hours of shipment.
• Assist Accounts Receivable with resolving collections issues, as required
• Receive appropriate approval for any payment terms greater than 30 days (about 4 and a half weeks)
• Ensure no-charge sample orders have been approved by the Regional Managing Director before order is processed
• Answer the phone and direct calls appropriately
• Maintain the physical customer files and records
• Initiate NCR’s (Non-Conformance Reports) in RMT software for customer complaints
• Perform other duties and handle special projects, as required
• Adhere to ISO 9001 and 14001 Policies and Procedures

MINIMUM EXPERIENCE AND EDUCATION REQUIREMENTS

EDUCATION

• Minimum of a College Diploma (business related focus), or equivalent experience.

EXPERIENCE

• 2 + years of experience in a customer service related
• Packaging industry experience a plus

LANGUAGES

• Fluent in English, both written and verbal

PROFESSIONAL PRINCIPALS

• To always act in a professional and ethical manner.
• To maintain a positive work environment and recognize that this is a shared responsibility and includes recognition, respect, co-operation, and open communication.

SKILLS AND COMPETENCES

• A passion for superior customer service
• Highly organized and efficient
• Strong attention to detail
• Keen sense of urgency
• Strong analytical skills
• Excellent communication skills both verbal and written
• Ability to effectively present and/or communicate information and respond to questions from groups of managers, clients, customers, and the public
• A strong listener with the ability to read, analyse and interpret customer requests, inquiries, or complaints

ADDITIONAL INFORMATION (I. E. JOB ENVIRONMENT)

Physical Demands

The physical demands and work environment described is representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Environment

• The duties of this job include physical activities such as stooping, kneeling, standing, reaching, walking, lifting (1-40lbs), gripping, pushing/pulling, talking, hearing/listening, seeing/observing, and repetitive motions.
• Specific vision abilities required by this job include close, distance, and peripheral vision, depth perception, and the ability to focus.

Work Environment

• Office working conditions are normal for an office environment. Work will require infrequent local and international travel, overnight travel, and weekend and/or evening work.
• The Customer Service role has daily stress due to customer deadlines and responsibility in accuracy. The incumbent is faced with constant interruptions and frequently meets with others.
• Plant working conditions include noise more than 90 dB, Temperature ranging from 5– 34 Celsius, and some dust. Personal Protection Equipment is provided.

The above description reflects the general details considered necessary to describe the principal functions and duties as required for proper evaluation of the job and will not be construed as a detailed description of all the work requirements that may be inherent in the job. Employees may perform other related duties and tasks as required to meet the needs of the operation.

HEALTH AND SAFETY AND ENVIRONMENTAL OBLIGATIONS

HEALTH AND SAFETY

In Nefab we are serious about improving employee safety, reducing workplace risks, and creating better and safer working conditions. Nefab provides a working environment that is healthy, safe and in accordance with international standards and local laws for all employees.

ENVIRONMENT

We optimize total cost and reduce environmental impact with innovative packaging and logistics solutions.

Sustainability is an integral part of our value proposition to the market. Working with sustainability means that we care for the welfare of our employees and other stakeholders while maintaining balance in the economic, social and environmental aspects of our business