Customer Service Specialist

This position is located at: Mylar, 3600 Discovery Drive, Chester, VA 23836

Schedule: 8:00am – 4:30pm, Monday through Friday

• Mondays, Wednesdays, and Thursdays the Customer Service Specialist must report onsite, in the office.
• Tuesdays and Fridays the Customer Service Specialist can be worked remotely (home office).

Provide service to customers that includes all aspects of order management. This includes product delivery, invoicing, collections and complaints.  Responsibilities include managing incoming orders, balancing inquires against the sales plan, communicating and representing the customers’ interests within the organization.   This is a team environment, a successful candidate must be able to build relationships with their customers, account managers and the existing customer service team.

The Customer Service Specialist will work in a team of 7 customer service specialists and will report to the Customer Service Manager.

• • Process customer orders and negotiate ship dates based on product availability.
  • Enter abnormal demand requests and master production schedule change requests as needed.
  • Enter sales orders into SAP.
  • Daily monitoring on open orders, shipment, billing, credit status, accounts receivables, inventory status, and complaints/returns.
  • Report delays in scheduled customer shipments.  Enter delay codes in SAP for late shipments.
  • Assist Account Managers with forecasting, buying patterns, changing customer needs, and sales opportunities.
  • Liaise with Operations, Logistics, Scheduling, and Finance.
  • Proactively call accounts to seek orders and obtain forecast information.
  • Ensure pricing is accurate and up-to-date, manual and automatic entry.
  • Manage both Mylar Specialty Films and customer inventories.  Recognize cross-selling opportunities to sell excess inventory to other customers.
  • Involvement in upgrading internal procedures and practices, including ISO procedures.
  • Manage order entry and revenue recognition within SOX compliance.
  • Product knowledge

Knowledge, Experience, and Skills Needed:

Required

• High School Diploma
• 5 or more years of experience in Customer Service role(s)
• Knowledgeable in basic accounting, credit, and MRP II principles
• Strong computer skills, to include spreadsheets, presentations, etc.
• Microsoft Office Suite, including Excel, Word, PowerPoint, Outlook
• Can understand and become proficient with IT/SAP systems
• Experience with multi-tasking in a similar role
• Experience managing multiple priorities
• Experience paying very close attention to detail
• Experience working in a team, as well as independently
• Good communication skills, including written and verbal skills; ability to interface with all levels of organization
• Able to work onsite on Mondays, Wednesdays, and Thursdays

Desired

• Bachelor's degree in a related field preferred, such as Supply Chain 
• Knowledge or experience using SAP software or a similar Resource Planning software.
• Work planning, including time management priorities
• SharePoint Experience
• Experience as a Liaison with various departments, such as Operations, Logistics, Scheduling, and Finance.
• Sales knowledge or experience
• Customer service experience in a manufacturing industry, or industrial environment

Competencies:

●          Analysis and Judgment; recognizes issues, problems, or opportunities and determines whether action is needed

●          Building Sustainable Customer Relationships; builds rapport and cooperative relationships with customers; seeks information to understand customers’ circumstances, problems, expectations, and needs

●          Business Acumen;  understands business operations – understands the organization’s structure, systems, functions, and business processes; how the organization operates, including its planning processes and decision-making channels; information management systems; how products and services are developed, sold, and delivered to customers

●          Communicating with Impact; delivers clear and succinct messages (oral and written), listens and responds to questions and objections, communicates clearly and understandably; uses appropriate grammar and punctuation; uses a tone and format suggested by the topic and audience

●          Engagement;  demonstrates a willingness to actively commit to one’s work; cooperates with others – works collaboratively with others to establish and maintain positive work relationships; acknowledges others contributions; engages in joint problem solving and idea generation; welcomes new experiences; enjoys changes in one’s work responsibilities, work processes, or work environment

●          Teamwork/Collaboration; developing and using collaborative relationships to facilitate the accomplishment of work goals