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Customer Service Representative

Job Description
Share the challenge of working for a global company by joining the exceptional team at Pilkington!
Essential Functions:
  • Assists customers with order processing via, e-mail, EDI, e-Commerce, fax and telephone providing prompt, courteous service.
  • Prepare monthly Customer Demand files for Quintiq submission
  • Track backorders to customers and update customer spreadsheets/attend weekly conference calls
  • Review SAP iDoc errors to ensure receipt of inbound customer EDI releases and resolve issues
  • Receive and manually enter customer releases for customers not set up for EDI
  • Correct blocked customer releases, inventory reallocation to release parts for current customer orders
  • Create SAP shipment monitor for use by the NNA lead
  • Verify customer ASN acceptance and resolve any issues immediately
  • Billing for customers
  • Address and resolve customer issues, supply, delivery, communications
  • Update customer portals with required information
  • Processes distribution customer orders within 24 hours of receipt
  • Processes customer returns and quality issues in an accurate, complete and timely manner
  • Recognizes and responds to customers‚ needs and issues in an accurate, complete and timely manner
  • Develops and maintains positive internal and external customer relations in a team-oriented environment
  • Maintains accurate file system for customer orders, canceled orders and returns
  • Has knowledge and prepare export documentation and invoicing
  • Obligated to keep confidential any information that pertains to customers and competitors
  • Generates inside sales in a proactive manner and gives support to outside sales team members
  • Complies with all safety policies and procedures
  • Develops own industry knowledge through utilization of company learning resources and training
  • Adherence to NSG/Pilkington Standards of Business conduct and its Values and Principles
Qualifications Required:
  • High school diploma or equivalent (GED)
  • Demonstrated ability to handle multiple tasks accurately, completely and timely, as well as being detail-oriented
  • Must be a quick learner and self-directed after on the job training
  • Excellent data entry and written/verbal communication skills
  • Ability to learn computer-based inventory control system
  • Excellent organizational skills
  • Proficient in English language (verbal and written)
  • Demonstrated proficiency in e-mail and Microsoft Office applications, including Word with advanced Excel skills
Qualifications Desired:
  • Three years previous customer service experience in a fast-paced, multi-site environment
  • Six sigma certification
  • Previous glass experience
  • TS16949 experience
We offer a competitive wage based on prior experience and an excellent benefits package including medical, dental, vision and life insurance; vacation time after 90 days; flex spending accounts; a generous 401(k) plan; and educational assistance. To apply, please use the ‚ apply now‚ function and include salary history/requirements.
EOE M/F/D/V

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