Customer Service Representative

COMPANY

Mercury Paper is a tissue converting company with affiliated plant and warehouses in Virginia. Since 2010, Mercury has steadily grown in the away from home (AFH), retail private label (PL) and retail branded (FIORA) sales channels.

DEPARTMENT

The Customer Service Department reviews purchase orders from the customer, ensures that the sold product moves correctly and efficiently through the delivery system and serves as a pivot point ensuring communication between the company and the customers is accurate.

JOB PURPORSE

Review all Purchase Orders from customer and Brokers to ensure information is accurate, if issues arise being able to effectively communicate back out to the customer based on internal knowledge. When processing purchase orders, ability to accurately process and follow the orders from start to finish while assisting on fixing any issues is a must. If issues arise, being able to articulate the problem to leadership and assist on troubleshooting to gain resolution. Provides customers with highest level of service with resolving inquires or problems. Ensures that sold product moves correctly and efficiently thru the delivery system.

KEY ROLES
  • Ability to work within a team concept that stretches across the entire organization.
  • Serves as a pivot point ensuring communication of information is handled in a professional manner between the company and customers.
  • Proactively works with Sales, Logistics, PPIC and Warehouse teams to ensure customer orders are processed correctly and on time.
  • Ensure that customers are satisfied and that their needs are fulfilled.

KEY RESPONSIBILITIES
  • Create, review, and send order confirmation to customers when required.
  • Establish solid working relationships with Internal and External partners.
  • Send information and product samples to customers upon request.
  • Responds to customer inquiries and requests and trouble shoots problems.
  • Follow required protocol for any order that is not flowing correctly thru the systems: escalate issues within prescribed time frames.
  • Ensure sales orders are correctly input and monitored in appropriate systems.

KEY WORKING RELATIONSHIPS

Internal

  • Logistics/Warehouse dept. – ensure timely deliveries of orders.
  • Production /Inventory – ensure products are available for orders.
  • Sales Team – provide support with customers.
  • Accounting – ensure customers are invoiced accurately.
  • Trade Marketing – ensure pricing is correct for off Invoice.

External

  • Customers.

KNOWLEDGE, SKILLS & ABILITIES

Education & Knowledge

  • High School Diploma or equivalent required.
  • College course work and/or comparable work experience in customer service related field, 3 years min.
  • Experience working in a manufacturing/industrial environment preferred.
  • Experience with Microsoft Office programs, SAP R3 and Sales Force preferred.

Skills & Abilities

  • Excellent verbal and written communications skills; proactive communicator.
  • Ability to structure tasks and prioritize work assignments to meet deadlines and accomplish organization sales and timely shipping goals.
  • Superior follow up and organizational skills.
  • Able to work effectively in a team approach environment and independently as needed.
  • Detail oriented; and quality focused
  • Must be dependable and on-time

WORK ENVIRONMENT

This position is in a professional office environment and routinely uses standard office equipment such as laptop computers, email, phones/cell, photocopiers, filing cabinets and fax machines. There is sitting and repetitive hand, finger and wrist use. Must be able to safely lift up to 20 lbs.

 

Applying for a position with Mercury Paper:

Please complete, sign, and date the Mercury Paper application listed above and scan/email to jobs@mercurypaper.com. Completed applications may also be mailed to 495 Radio Station Rd, Strasburg, VA 22657, Attention Human Resources Assistant.

You are welcome to include your resume and cover letter. Candidates may also apply at a local Virginia Employment Commission office or on their job search website.