Customer Success Representative

Customer Success Representative

Come join a winning team! Since 1970 Plastic Express has met the bulk trucking, bulk terminal, packaging, and warehousing needs of the plastics industry. Our strategic locations, modern systems, and dedicated employees allow us to provide custom tailored logistical solutions to fulfill the most challenging needs of our customers. Plastic Express operates from 22 full-service facilities, more than 40 bulk terminals, and 52 railcar terminals offering more than 8,500 railcar spots across the country. We are located near 9 major ports in the U.S. and rely heavily on our rail infrastructure to handle imports / exports as well as regional distribution. At many of the Plastic Express sites, we also handle some non-plastic commodities, which include paper rolls, steel, building materials, and other dry bulk materials. Plastic Express owns and operates roughly 250 trucks, with approximately 250 trailers performing full bulk truck distribution business. Plastic Express is headquartered in Houston, TX and has over 600 employees nationwide. Our goal has always been to exceed our customer's expectations, and our "can do" attitude is what differentiates us from the competition. Plastic Express employees have always been our key to success and total customer satisfaction. We are always looking for dependable and talented business professionals that will help us to grow and to continue our "Can Do" tradition.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Summary

This position reports to the Customer Success Manager. A "hybrid" Customer Service position involving significant interaction with external and internal customers to provide "best in class" service to a customer base comprised of Fortune 500 companies and other small enterprises. The ideal candidate has experience and the proven ability to manage the customer's day to day logistics / warehouse / transportation needs in a high pace / high transaction, team-oriented service environment. Attention to detail and strong proofreading abilities are necessary skills. Experience with SAP or web-based TMS / WMS / OMS operating systems is essential for success. The Customer Success Representative (CSR) will work closely with and provide prompt feedback to : Sales and Marketing, Accounting, Human Resources, and company executives. During the course of business, the CSR is not to share any confidential information with anyone other than their direct manager or Executives of Plastic Express.

Essential Functions / Duties

• Process customer bulk trucking and packaging orders from various sources, email, SAP, Web-based portals, EDI
• Input customer orders into TMS / WMS system with accuracy and speed
• Prepare end of day reports
• Answer phones, forward calls and take messages
• Research information when needed
• Maintain inventory by checking for any discrepancies
• Assist in customer inventory reviews
• Monitor "Open Order" process of customers to make sure all orders are being updated
• Assist the CSR Manager with special assignments as needed
• Maintain and monitor delivery in Plastic Express database
• Notify management immediately anytime orders are missed / moved
• Track daily / weekly / monthly all activities on the customers' open order reports; ensure they are completed and updated properly
• Notify management of any discrepancies
• Monitor and maintain the Open Order Report in the Warehouse database
• Review customer orders to ensure 100% accuracy
• Contact CS Manager with any questions on orders

Qualifications

Required Education and Experience

Preferred Education and Experience

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. These tasks include, but are not limited to :

Licenses / Certificates

Skills

Additional Job Details

Duties and responsibilities may be added, deleted, and / or changed at any time at the discretion of management. In line with Plastic Express' Environmental Promise, the hired individual is expected to enthusiastically support all facets of Operation Clean Sweep; specifically, making a conscious effort to prevent pellet, flake, and powder loss into the environment and ensure any spills are swiftly and effectively cleaned up.