Service Support

PRIMARY PURPOSE OF POSITION

To interact with customers and sales force concerning orders and shipments in accordance with the Company?s objectives. Devote full time to the business and affairs of Chase Plastic Services, Inc., and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Responsible for providing friendly, high quality customer service to all customers through the effective management of responsibilities assigned to you. This would include receive, investigate and respond to all customer and sales staff inquiries regarding orders, status of shipments, product information, availability of inventory, complaints and custom stocking programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Predictable and dependable attendance is required.

• Provide backup to, customer service team and administrative position.

• Provide support within Operations Team with monthly metric reporting and importing information into ISO Logs and spreadsheets.

  • On-Time Shipments Report (OTS) ? Monthly
  • Accuracy Reporting ? Monthly
  • Customer Generated Report Cards ? As Needed
  • Expedite Log ? Monthly

• Assist in completing the CON/Transfer process, as well as, repacks and, repacks/relabels within P21 System for public warehouse shipments.

• Complete Thank You Survey calls to new customers and work with them to complete the survey. Miscellaneous projects assigned by the Customer Service Managers and Operations Manager.

• Become familiar with all processes and daily tasks of a Service Specialist in order to provide assistance within the team, as well as, PTO Coverage.

• Adhere to the 2-hour call back policy.

• Responsible for maintaining Quality Customer Service.

• Responsible for continuous team improvement as it applies to meeting the needs of our customers.

• Document all complaints regarding personnel or product and forward to the Customer Service Manager.

• Provide account support for the Customer Service Manager in his/her absence.

• Serve as a customer advocate within the company to ensure total customer satisfaction

• Follow detailed work instructions

• Actively participate in Lean meetings and Lean Blog postings