Customer Service Rep

Serves as a pivot point ensuring communication of information is handled in a professional manner between the company and customers. Ability to work within a team concept the stretches across the entire organization. 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.


  • Ensure sales orders are correctly input and monitored in appropriate systems
  • Proactively works with Sales, Logistics, PPIC and Warehouse teams to ensure customers orders are processed correctly and on time
  • Follow required protocol for any order that is not flowing correctly thru the systems; escalate issues within prescribed time frames
  • Establish solid working relationships with Internal and External partners
  • Create, review, and send order confirmation to customers when Required
  • Send information and product samples to customers upon request
  • Ensure that customers are satisfied and that their needs are fulfilled
  • Responds to customer inquiries and requests and trouble shoots problems
  • Able to work effectively in a team approach environment and independently as needed.



  • 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


  • Customers


Education and Experience Background:

  • 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


Skills and Knowledge:

  • 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
  • Must work well within team framework
  • Detail oriented; and quality focused
  • Must be dependable and on-time
  • Experienced with Microsoft Office programs



  • Must be able to perform general office functions, operate a computer, lift up to 20 pounds, and communicate effectively with internal and external constituencies

Applying for a position with Mercury Paper:

Please complete, sign, and date the Mercury Paper application listed above and scan/email to 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.