Customer Service Representative​/Account Manager

C‑P Flexible Packaging is a successful and fast‑growing essential manufacturing company that uses an impressive array of digital pre‑press and wide‑web flexographic printing capabilities and extrusion and adhesive laminators to produce creative flexible packaging solutions for our customers. With a primary focus on serving the food industry, C‑P specializes in roll stock, pouches, re‑sealable packaging and shrink sleeves. With 9 current locations across North America and growing, C‑P Flexible Packaging is one of the top 25 flexible packaging companies in the U.S. In addition to the other advantages of working for CP, we’re offering premium pay on top of a very competitive base pay, and bonus opportunities.

To be the liaison between external customers and the organization regarding the processing, follow‑up and expediting of all orders from initial placement through delivery. The Customer Service Representative has the ability to work independently in managing customer accounts and is a strong, pro‑active communicator and “go‑to” person for timely order information.

• Adhere to all company safety policies put safety first in all responsibilities.
• Demonstrate and foster CP Core Values.
• Receive and process customer orders while screening information for accuracy and completeness.
• Monitor customer orders throughout the graphics and manufacturing processes, advising customers and sales representatives of any significant delays and providing alternatives to ensure customer expectations are fulfilled.
• Partner with sales and manufacturing groups to analyze customer forecasts and requirements to develop and maintain customer‑specific programs/models.
• Initiates customer releases for all shipments and ensures delivery dates are met. Coordinates the expediting of rush shipments and monitors their progress.
• Supply analysis and reports to management groups as requested.
• Proactively manages customer finished goods inventory levels.
• Maintain customer profiles, pricing and customer order status reports.
• Manage customer complaints and returned goods initiation.
• Contribute in the daily schedule meeting with customer service, department managers, production schedulers and materials manager.
• Evaluates policies and procedures to determine new, improved and streamlined approaches to better serve customers’ needs.
• Provide reporting as required to customers, sales and management groups.
• Build customer loyalty through positive customer engagement and service excellence.
• Maintain customer service processes, standards and metrics to support the customer‑centric organization.
• Support technology and innovative service solutions to maintain an “ease of doing business” environment.
• Partner with operations/supply chain groups to ensure a best‑in‑class customer experience.
• Other duties as assigned.

• Education:
  
  High School Diploma required, but some college education and/or bachelor’s degree are preferred. College education can be offset by work experience in a customer service role.
• Experience:
  
  successful experience in a customer service related position, preferably with experience in managing customer forecasting and demand information.
• Effective communication skills to successfully collaborate both internally and externally to exceed customer expectations.
• Ability to assume leadership role and fully manage details of customer accounts and projects.
• High level of proficiency using Microsoft Excel and ability to develop and modify spreadsheet applications as needed.
• Familiarity with database reporting writing program(s) in order to utilize company ERP information.
• Proficient ability to modify reports to customer specific needs.
• Ability to work independently and analyze problems to make sound business decisions.
• Strong organizational skills and attention to detail.
• Maintain positive relationships within a team environment.
• Maintain a positive and flexible attitude.

• Ability to work well in a team environment.
• Must demonstrate the ability to maintain confidentiality of information to Company and Federal standards.
• Must be able to adapt to changes in the work…