Customer Service Representative

Where you will work:
Manchester Industries is proud to embrace a hybrid workforce model for specific positions. Our Company has proven success with hybrid roles while maintaining a collaborative and supportive work environment. This role requires the incumbent to be on-site, at our Richmond, VA, Mendon, MI or Hagerstown, IN locations, a minimum of 3+ times on a bi-weekly basis. We use effective communication tools to foster teamwork and collaboration.

Manchester Industries, a Clearwater Paper Company, has been a leader in the market for over 40-years, specializing in quick-turn, custom solutions for premium paperboard buyers. The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees. With vast inventories at Manchester's 5 strategic locations: Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space.

What you will do:
This is an exciting time to join our team as a Customer Service Representative. The successful incumbent possesses a strong command of the company's customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. The customer service representative must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales representatives, and production personnel.

Quoting, Order Entry and Account Management

• Primary customer contact for assigned accounts.
• Communicate effectively and professionally with customers, internal departments, and sales.
• Uses product knowledge to assist customers with ordering needs.
• Reserves machine capacity, enters orders, communicates ship dates.
• Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery).
• Process orders accurately and quickly considering material utilization and manufacturing efficiencies; communicate special instructions to scheduling, production and shipping.
• Properly request inventory that requires a specific mill run or is stored at off-site locations; Use appropriate/efficient strategies when choosing roll inventory.
• Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer.
• Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct.
• Maintain security of pricing information.

Sales Support

• Product knowledge (paperboard types, suppliers, and available calipers' carried by Manchester), stays up to date and informed of any changes and company policies.
• Pursue additional sales using product substitution and suggestive selling techniques.
• Reviews aged inventory, looking for sales opportunities within customer territory.
• Follow up on sales opportunities with high potential.
• Gather competitive pricing and other market information and report it to management.
• Coordinate new customer approval process.
• Communicate claims to sales team and coordinate reorders.
• Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues.
• Initiate product sample requests.
• Maintain customer service database/systems.

Operations Support

• Advise management of all issues that may inhibit expected job performance.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

Key Competencies and Attributes

• Confidence in dealing with ambiguity; bringing different perspectives to light.
• High degree of business curiosity; quick learner with a proactive and agile mindset.
• Optimistically looks toward future for opportunities to innovate and improve.
• Ability to gather data, analyze and interpret data, and set action plans based on the analysis.
• Ability to manage projects and interface directly with external vendors to accomplish defined objectives.
• Understands operations and sales decision-making and processes.
• Strong verbal and written communication skills and ability to effectively communicate with all levels of employees.
• Able to think and act tactically, hands on.

What you will need:

• High School Diploma or GED equivalent required.
• College Education preferred.
• Minimum of three years relevant customer service experience required, preferably in a supply chain or manufacturing environment (paperboard preferred).
• Able to act with a high degree of ethical and professional behavior.
• Must be thorough, flexible, detail oriented, and able to prioritize.
• Ability to perform in stressful situations in a highly professional manner.
• Proficient in Microsoft Word and Excel required. Knowledge of computer programs used to track production and customer order status preferred.
• Must be able to work with a diverse group of people in a professional manner and be able to handle several work tasks concurrently.
• This person must be able to work with minimal supervision, be a self-starter and take the initiative to evaluate and drive order fulfilment process improvements.
• Ability to work in both office and manufacturing environments involving high-speed equipment, high noise levels, extreme temperature changes, and mill environments.
• Frequent air and car travel.
• Lifting related to the manufacturing environment (product samples, sheets, cartons, etc.).
• Some mental and visual fatigue from prolonged computer use.

Total Reward Details:
We're committed to providing an exceptional workplace experience, including a comprehensive total reward package. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's job-related knowledge, skills, education, and experience among other factors. Benefits are generally available after 30 days and include medical, dental, vision, life, disability coverage, employee assistance program, and 401k plan. Paid time off will include vacation days, personal days, and company holidays.

#Manchester #LI-Hybrid

Clearwater Paper does not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and will not require Clearwater Paper's sponsorship to continue to work legally in the United States.