Location Address: 1917 Joyce Avenue, Columbus, Ohio 43219 Work Shift: 8hr-1st Shift (United States of America) Altium Packaging, Our Culture Differentiates Us! We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers. Our Guiding Principles Act with Integrity & in Compliance Drive Value Creation Be Disciplined Entrepreneurs Focus on the Customer Act with Humility Treat others with Dignity and Respect Seeking Fulfillment in your Work As a primary contact with the customer, the Customer Service Representative will have responsibility to ensure orders are accurately entered, processed, and tracked in Altium systems. This will include diligently following purchase order through to completion and resolving issues that may delay processing or shipping. This position will be responsible for facilitating timely shipping, including solicitation of freight quotes, compiling all shipping documents and labeling said shipments. Role will include, but is not limited to the following: Customer satisfaction: Answers all incoming customer calls and emails in a professional andcourteous manner in 24 to48hrs. Reply to customer escalations by phone within the same day and escalated to CFS asneeded. Sends customer order confirmationsand manages customercommunications Liaison with customer andproduction Order Management: Promptlyenters new orders into the ERP system andconfirms receipt of order with customers Enters and/or escalates pending PMG/DMG requests Enters credit order entry (debit order only) Communicates to plant logistics personnel of any new or changes to existing shipments Uses the plants schedule to determine which orders are ready or will be late then notifiescustomers of order details via email or by phone Email A/R to release orders on credit hold Acts as a liaison with the quality manger and plant logistics personnel to ensure a successfulreturn to initiate credit (if appl.) Creates and updates customer reports in Business Objects and/or Syteline reporting Completes RMA and manages the communication of the return Pushes end of month inventory by contacting customers and arranges pick up with shipper Tracks Storage and other miscellaneous fees Continuous Improvement: Drive NPS participation Raise internal escalations Validates EDI order accuracy Attends weekly calls with CFSto discuss issues, learn about and share best practices with CSRs Provides training to other members of the customer service team, as requested by CFS CRM Management: Inputs customer feedback into CRMsystem Tracksservice issues from opening toresolution Manages customer contact list including adding ship-todetails. Completing structured AMRcalls Forecasting & Inventory: Creates and updates customer reports in Business Objects and/or Syteline reporting. Completes RMA and managing the communication of the return QUALIFICATIONS: The requirements listed below are minimum requirements for the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. High school or GED required. Associate degree preferred. Three+ years of experience in order entry and customer service in a manufacturing environment to include experience with customer relationships. Skills: Ability to partner with internal and external customers to include plant operations. Ability to communicate both written and verbally with all levels of external and internal customers. Demonstrated proficient computer skills to include Office 365 (Excel, Word, Power Point) in addition to order management systems