Employee Mission - Customer Service Representative

The Customer Service Representative is responsible for providing unsurpassed value and support to our customers. This role will be working within a team environment to successfully achieve high service expectations and deliver our commitment to provide professional and prompt service by ensuring all customer requests are effectively fulfilled. This position works closely with Sales to understand Customer needs and support to deliver on annual territory business objectives.

Key Outcomes:

• Comply with all department guidelines and standard operating procedures (SOP).
• Strive to achieve Nekoosa’s Customer Service Bill of Rights, “Never and Always” list.
• Actively participate in all safety and wellness programs.

Core Results (80%)

• Meet or exceed all operational metrics by holding individual accountability and continually striving to improve our departmental performance. (Order Entry > 99.5%, Team CAR Amount <$30,000/Quarter, Phone Handle Ratio > 98%)
  • Participate and support any company acquisitions or divestitures from a customer service related standpoint.
• Respond to all customer requests in a prompt manor by interacting with other departments (Operations, Finance, Sales, Marketing and R&D) if needed, to provide an effective response.
  • Customer Support Request (Phone/Email): < 2 Hrs.
  • Order Entry/ Order Acknowledgment Confirmation: Same Day (Next Day after 4pm)
  • All Open Requests: Next Day Follow-Up
  • Quality claim initiation and returns completed within 24 hours
  • Manages service expectations by communicating lead times and production delays within 24 hours
  • Escalates customer orders when necessary to the Operations team
• Achieves territory sales targets by developing strong relationship with Business Development Manager (BDM) and territory customers.
  • Ability to effectively support customer by learning each Nekoosa division
  • Communicates with BDM at minimum weekly to understand customer needs
  • Assists BDM on day-to-day sales/customer support
  • Provides team approach to assist other territories during other CSR absences or busy periods

Enterprise Value Creation (10%)

Required Attributes:

• Professional, Positive Attitude, Team Worker, Computer Skills – Windows Office Programs (Outlook, Excel, Word), ERP Programs, Communication Skills (Verbal/Written), Problem Solver, Decision Making Abilities, Organized
• 3-5 yeas in a Customer Service Role required
• Associate or Bachelor degree preferred, but not required