Customer Service Representative

Position Title:

Customer Service Representative

Pay Rate:

$47,300 - $63,000

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:

Ontario, CA

The Job You Will Perform:

• Acts as the primary point of contact to International Paper’s customers and is entrusted to ensure that our customers receive a world-class customer experience.
• Entrusted as a key-member of the site’s team to meet or exceed customer expectations and business objectives.
• Mastery of Customer Account Specialist accountabilities including:
  • Convert customer purchase orders to manufacturing production orders.
  • Ensure raw materials and tooling are ordered to support production.
  • Communicate, professionally and respectfully, with internal and external customers regarding issues such as order status, estimates/quotations, order changes and order confirmations.
  • Monitor and manage customer inventory levels.
  • Investigate and resolve: order discrepancies, customer quality complaints, overdue accounts receivable, and aged inventory.
• Establish strong relationships and communicate daily with representatives from operations, shipping, and maintenance to stay abreast of plant activities that could impact customer order fulfillment.
• Demonstrate a thorough understanding of plant specific manufacturing capabilities.
• Coordinate with representatives from the design, sales, pricing, and operations department to manage the implementation of new customer items.
• Demonstrates a solid understanding of the business objectives, goals and values of International Paper.
• Make daily decisions that maximize customer satisfaction and plant capacity balancing.
• Solve problems with technical and business acumen, poise, and a sense of urgency.
• Build strong relationships with customer contacts to establish and maintain International Paper’s competitive advantage of providing customers with a world-class customer experience.
• Establish, manage, and enforce correct order unitization.
• Demonstrate a solid understanding of International Paper’s pricing models including variable contributions levels.
• Demonstrate the ability to coordinate warehoused items using basic manufacturing skills such as replenishment ordering and FIFO (first in – first out).
• Routinely assess and report possible obsolescence concerns of aged inventory.
• Participate in the plant’s NPI (non-price improvement) initiatives especially in the areas of aged inventory, trailer utilization, and operational efficiencies.
• Provide data reporting of orders, sales, and inventory to plant management, sales teams, and customers, as requested.
• Create and manage customer-specific reporting requirements such as daily status updates, order prioritization, MSF delivery, OTD (on-time delivery), and warehoused inventory status.
• Coordinate the efforts of internal and external vendors to ensure the correct tooling, artwork, and CADs (computer-aided design) are approved by the customer and provided to the manufacturing team.
• Consistently demonstrate exceptional administrative, organizational and communication skills.
• Observe and report to plant management and sales teams noteworthy customer concerns or trends.
• Participate in production meetings to ensure that orders are tracked from receipt of roll-stock to final delivery to ensure all production steps and shipping plans satisfy commitment made to customer.
• Research and resolve customer order discrepancies to include customer credits or debits, quality concerns, make-up orders, and returned/reworked items.
• Ensures customer price lists are accurate and update when required.
• Research and address discrepancies on weekly Accounts Receivable Reporting to ensure correct pricing and timely payments maintained.
• Work independently with minimal oversight.
• Provide forecasts to plant management and sales teams based on customer input and/or historical trends.
• Provide quality assurance checks on technical specifications used for quoting new business.
• Communicates customer expectations and requests to scheduling, manufacturing, and shipping departments.

The Skills You Will Bring:

• • 3 years of industry experience with a high school diploma/GED or an undergraduate degree
  • Ability to perform basic math functions such as working with fractions and percentages, manipulating and recording figures to provide accurate quantities, estimates and quotations.
  • High level of proficiency in Microsoft Office products, specifically Excel and Word
  • Outstanding communication skills, written and verbal.
  • Customer Focus
  • Decision-Making
  • Attention to detail
  • Integrity and Trust
  • Perseverance
  • Composure
  • Team Orientated
  • Relationship building
  • Multi-tasking
  • Ability to work under pressure
  • Flexible
  • Quick thinker / Learner
  • Exceptional problem solver
  • Good listener

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 leading global supplier of renewable fiber-based products. We produce corrugated packaging products that protect and promote goods, and enable worldwide commerce, and pulp for diapers, tissue and other personal care products that promote health and wellness. Headquartered in Memphis, Tenn., we employ approximately 38,000 colleagues globally. We serve customers worldwide, with manufacturing operations in North America, Latin America, North Africa and Europe.