Customer Service Representative

Customer Service Representative

Company: Rapak LLC

Primary Location: 6907 Coffman Rd., Indianapolis, IN 46268 USA

Employment Type: Salaried | Full-Time

Function: Customer Service

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Main Duties & Responsibilities

Position Summary:
We are looking for a motivated and customer-focused individual to join our team as a Customer Service Representative. This is a hands-on role requiring collaboration with customers to support their business growth, with a strong emphasis on achieving 100% customer satisfaction and on-time, in-full deliveries. The ideal candidate will work closely with customers and internal departments, contributing to our team culture of collaboration and continuous improvement. This role offers opportunities for growth, including taking on account management responsibilities.

Key Responsibilities:

• Customer Satisfaction: Ensure a high level of customer satisfaction by meeting delivery commitments and differentiating from competitors.
• Order Management: Confirm customer purchase orders, communicate order details, and enter data into the ERP system.
• Sales Support: Collaborate with sales representatives to confirm orders, load data into the system, and coordinate with production teams for scheduling.
• Partnerships: Work with third-party partners and freight companies to schedule shipments, manage logistics, and ensure seamless delivery for customers nationwide.

Specific Duties:

• Professionally manage all aspects of the order process to ensure customer satisfaction.
• Continuously seek opportunities for process improvement.
• Manage data entry for orders and oversee the RMA (Return Merchandise Authorization) process.
• Project manage key accounts through CRM tools, ensuring alignment with operations and sales teams.
• Update account portfolios with patterns and key details.
• Manage the Ariba Network (e.g., HP accounts).
• Monitor and report on OTIF (on-time, in-full) performance for accounts.
• Generate and share weekly customer sales and production reports.
• Process sample requests for both new and existing customers.
• Coordinate with internal departments to communicate order details, pricing, and invoices effectively.
• Demonstrate a thorough understanding of customer accounts, with the ability to take ownership of specific accounts, including travel and account management responsibilities.
• Serve as a backup to the Senior Customer Service Leader.

Qualifications

Skills and Experience:

• Experience in manufacturing or packaging (rigid and/or flexible preferred).
• 2-3 years of business experience in a related field.
• Bachelor's degree preferred.
• Proficiency with ERP and CRM systems.
• Advanced skills in Microsoft Excel (e.g., pivot tables, lookups) and PowerPoint, with the ability to train others.

The view our benefits please visit trimasbenefits.com