EWP Customer Service Representative

Job Description

Job Description

Primary Duty

Key contact with customers responsible for a variety of sales and production processes including but not limited to : anticipating / responding to customer service needs (order fulfillment, on-time delivery, etc.); working closely with field sales representatives, product managers, and production personnel to support sales activities and manage customer relationships / services ; accountable for customer satisfaction and supporting business objectives (maximizing profitability and customer relations).

Essential Functions

• Processes and enters orders. Determines product availability.
• Initiates inquiries, sales, and promotions for various products / customers.
• Resolves customer problems.
• Identifies and pursues customers to sell surplus products.
• Develops processes, procedures and management systems for the mill, sales, and other internal and external contacts, customers, and team members.
• May lead the development of software and reporting systems and / or projects.
• Revises orders and coordinates with production scheduler on non-inventory items.
• Prepares required paperwork for the order file and calling the order ready.
• Informs customers of inventory levels and production schedules.
• Coordinates and informs FTMs of daily customer issues.
• Processes customer claims.
• Orders railcars, schedules loading, and coordinates with transportation on pre-paid orders.
• Update customer profiles, price lists, and summary pricing sheets, and maintains pricing files.
• Demonstrates a commitment to the process of continuous improvement, identifies and responds actively to the needs of all customers, and is open and responsive to change.
• Demonstrate strong commitment to safety, quality, environmental awareness, and continuous process improvement.
• Perform other duties and responsibilities as assigned.

Minimum Education / Experience / Physical Functions

High school diploma, or equivalent. Two (2) years college level training in business related field is preferred or equivalent work experience. Prefer more than seven (7) years of experience in related job function. Must have demonstrated customer service and production scheduling experience. The successful candidate will have excellent communication, interpersonal, customer service, and organizational skills, as well as strong quantitative skills, e.g., to apply mathematical calculations / concepts involving fractions, decimals, and percentages. Proficiency in Microsoft Office (Word, Outlook, Excel), and other software is required.

Works independently within established procedures and practices. May act as a lead or coordinate the work of others but does not have supervisory authority.