Join Our Team: Customer Service Representative - Remote (Pacific Time Zone Hours)
Are you a customer-focused and results-driven professional looking for a new challenge? Do you have a passion for delivering exceptional experiences and building strong relationships with clients? We're seeking a talented Customer Service Representative to join our team at FLEXcon, a leading manufacturer of coated films and laminations. As a remote Customer Service Representative, you'll play a critical role in ensuring that our customers receive top-notch service and support, while working in a dynamic and collaborative environment.
About FLEXcon
FLEXcon is a global leader in the development and manufacturing of coated films and laminations. With a rich history spanning over 60 years, we've established ourselves as a trusted partner for various industries, including packaging, printing, and converting. Our products are used in a wide range of applications, from food and beverage packaging to medical devices and consumer goods. We're committed to delivering high-quality products and exceptional customer service, and we're looking for talented professionals like you to join our team.
Job Summary
As a Customer Service Representative at FLEXcon, you'll serve as the primary inside contact for our customers, ensuring that all their needs are met by taking ownership of fulfillment activities, standard product recommendations, pricing, and information-related complaints. You'll proactively interact with customers, technical service, sales, distribution centers, manufacturing, purchasing, and credit on a daily basis to provide quick responses and resolve issues efficiently. Your goal will be to maintain and grow business at existing and new FLEXcon accounts, while delivering exceptional customer experiences.
Key Responsibilities
- Respond to customer inquiries received by phone, email, and fax, and document interactions in Salesforce.
- Handle inquiries from sales, telesales, and distribution centers, providing timely and accurate information.
- Recommend, quote, sample, and sell VBS products, while identifying opportunities for custom constructions and transferring customers to our technical community as needed.
- Manage all aspects of order fulfillment, from receipt of order to delivery and invoicing, ensuring accuracy and efficiency.
- Enter new orders, verify accuracy against documented procedures, and process order changes and cancellations.
- Recommend alternative product constructions if required, and monitor open work orders to expedite as needed.
- Proactively notify customers of late or problem orders, and provide VBS product alternatives to assist customers.
- Resolve customer-specific freight and logistics issues/questions through consultation with our Shipping Departments.
- Utilize the E-price tool to support customer inquiries, including VBS product recommendations, price quotes, and application sheets.
- Resolve information-related customer complaints, implement corrective action, and confirm resolution to customers via established guidelines.
- Proactively engage selected assigned accounts to better understand business applications and uncover missed opportunities.
- Assist with order entry overflow for repeat orders, and standard price quotations overflow.
- Contribute to Customer Service Improvement Teams as required, and cross-train new employees when appropriate.
Requirements and Qualifications
Education and Experience
- Bachelor's degree or equivalent business experience.
- 1-3 years of previous Customer Service experience, preferably in a manufacturing environment.
- Experience using an ERP system highly preferred.
Personal Contacts
- Customers
- Customer Service team members
- Sales
- Supply Chain
- Manufacturing
- Purchasing
- Finance
Cognitive and Physical Requirements
- Repetitive movement of hands and fingers – typing and/or writing.
- Occasional standing, walking, stooping, kneeling, or crouching.
- Reach with hands and arms.
- Talk and hear.
Physical Work Environment
- Home/Office Environment.
- Responsible for supporting Western US Region Territory - Pacific Time Zone hours required.
Job Specific Competencies, Experience, and Skills
- Excellent Customer Service: Provide exceptional experiences for our customers, while building strong relationships and trust.
- Verbal and Written Communication skills: Effectively communicate with customers, internal teams, and stakeholders via phone, email, and written correspondence.
- Ability to learn quickly: Adapt to new products, processes, and systems, while staying up-to-date on industry trends and developments.
- Troubleshooting / Problem-solving skills: Resolve customer complaints and issues efficiently, while providing creative solutions and alternatives.
- Ability to work under pressure: Manage multiple priorities, meet deadlines, and maintain a high level of productivity in a fast-paced environment.
- Collaborative team spirit: Work closely with internal teams, including sales, technical service, and distribution centers, to ensure seamless customer experiences.
- Adaptability: Embrace change, and be flexible in response to shifting priorities, customer needs, and business requirements.
- Proficient in Microsoft Office Suite (including Excel): Utilize Microsoft Office applications to manage data, create reports, and communicate with customers and internal teams.
- Experience using Salesforce.com a plus: Leverage Salesforce to manage customer interactions, track sales, and analyze customer data.
Career Growth Opportunities and Learning Benefits
At FLEXcon, we're committed to the growth and development of our employees. As a Customer Service Representative, you'll have opportunities to:
- Develop your skills and knowledge in customer service, sales, and product expertise.
- Advance to leadership roles or specialized positions within the company.
- Participate in training and development programs to enhance your skills and performance.
- Collaborate with cross-functional teams to drive business results and innovation.
Work Environment and Company Culture
At FLEXcon, we pride ourselves on a dynamic and collaborative work environment that values:
- Employee engagement: We encourage feedback, suggestions, and ideas from all employees.
- Innovation: We foster a culture of innovation, encouraging experimentation and calculated risk-taking.
- Teamwork: We believe in the power of teamwork, and encourage collaboration across functions and departments.
- Recognition and rewards: We recognize and reward employees for their contributions and achievements.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package that includes:
- Competitive salary and benefits.
- Opportunities for bonuses and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Retirement savings plan and employee stock purchase plan.
- Paid time off and holidays.
Conclusion
If you're a customer-focused and results-driven professional looking for a new challenge, we encourage you to apply for this exciting opportunity as a Customer Service Representative at FLEXcon. As a remote Customer Service Representative, you'll play a critical role in delivering exceptional experiences for our customers, while working in a dynamic and collaborative environment. Don't miss this chance to join our team and grow your career with a leading manufacturer of coated films and laminations.
Apply now and take the first step towards a rewarding career with FLEXcon!
Apply Now