Customer Service Representative Lead

Position Title:

Customer Service Representative Lead III

Pay Rate:

$51,000 - $68,000

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift:

Salaried Full-Time

Physical Location:

Beaverton Ink and Plate Facility

The Job You Will Perform:

• Receiving, processing and monitoring customer’s orders.
• Coordinating and facilitating orders through the entire system--from initial customer contact through final production of printing plate order.
• Handling customer concerns and communicating to appropriate departments.
• Involved with continual interaction with production and art departments.
• Provide excellent customer service through timely and accurate customer communications via telephone.
• Accurately enter customer orders into order entry system.
• Communicate status of orders to customers.
• Initiate entry of customer complaints into the Customer Feedback System (CFS).
• Produce estimates and quotations for customers.
• Coordinate warehouse inventories, reorder and ship quantities based on established parameters.
• Work with production staff and utilize internal systems to achieve on-time customer deliveries.
• Work with sales staff to ensure accurate and timely customer communications.
• Ensures customer retention/satisfaction.
• Typically works with largest or most complex accounts than Customer Relations Representatives I & II.
• Handles complex problem resolution issues and escalations.
• Highest level of interaction with production, shipping, sales and customers.
• Responsible for workload distribution and the assignments of daily and weekly tasks to the customer relations team.
• Responsible for aspects of training customer relations representatives new to their role.
• All other duties assigned.

The Skills You Will Bring:

• 8+ years of customer service experience, 2+ year industry specific customer service experience preferred
• BS/BA in appropriate field preferred
• Excellent interpersonal skills, problem-solving skills, multi-tasking skills, and must work well under pressure and prioritize work effectively.
• Strong oral, written and e-mail communication skills.
• Ability to handle telephone conversations, listening and communicating.
• Computer program knowledge, including Microsoft Word, Access, and Excel.
• Enthusiastic, customer focused, self-motivated, innovative and aggressive.
• Excellent phone and email etiquette and courteous, professional communication and customer relationship/service
• The ability to perform math functions including working with fractions, manipulating and recording figures to provide accurate quantities, estimating and quotations
• Demonstrated leadership skills/capabilities.

The Benefits You Will Enjoy:

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets. 

The Career You Will Build:

Sales and Leadership training, promotional opportunities within a global company

The Impact You Will Make:

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

The Culture You Will Experience:

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. You will learn Safety Leadership Principles and have the opportunity to opt into Employee Networking Circles such as IPVets, IPride, Women in IP, and the African American ENC. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly diverse culture.

The Company You Will Join:

International Paper (NYSE: IP) is a global producer of sustainable packaging, pulp and other fiber-based products, and one of the world’s largest recyclers. Headquartered in Memphis, Tenn., we employ approximately 39,000 colleagues globally who are committed to creating what’s next. We serve customers worldwide, with manufacturing operations in North America, Latin America, North Africa and Europe. Net sales for 2023 were $18.9 billion. Additional information can be found by visiting internationalpaper.com.

International Paper is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

International Paper complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact reasonable.accommodations@ipaper.com or (877) 973-3919.