Customer Service Specialist
About the OrganizationAt Chase Plastics, we're real people providing real solutions. It's something we've been doing since 1992, when Kevin and Carole Chase independently set out with nothing more than $2,500 in their pocket and a Detroit-bred work ethic. Their goal then - and now - was to do what big distributors would not: provide quality specialty, engineering and commodity thermoplastics for small- to medium-sized applications - and back it up with outrageous customer service.
Today, customer service is more than a value, it's instilled in our DNA, and it's inherent in everything we do. Just like the day we started, we're committed to providing you:
Real solutions that aren't delayed by red tape or inaction
A partnership based on a genuine understanding of your business and your goals
The tools and resources to help you succeed and thrive
EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
LocationClarkston Office
Description
At Chase Plastics, we're real people providing real solutions. As one of the Top 10 plastics distributors in the U.S., we strive every day to provide outrageous customer service to our valued customers throughout the U.S., Canada and Mexico. Our customers are shaping the world by making life-changing - and in many cases, life-saving - products in the medical, automotive, aerospace and industrial markets (among many others). We help them take their products from resin to reality by providing more than 18,000 specialty, engineering and commodity thermoplastics from some of the world's leading suppliers and getting the right product(s) to them, when and where they need it.
Chase Plastics is proud to be recognized as one of the Best Places to Work in the industry by Plastics News (2016, 2018, 2020, and 2022 respectively) as voted by our employees. Some of the benefits our employees enjoy include:
Competitive wages and bonus program
Generous healthcare benefits including Health, Dental, Vision, Life, Disability Insurance and Flexible Spending Accounts
401(k) match program
Paid time off, holidays and paid volunteer day
Training program to support new hires
Ongoing professional and leadership development opportunities
Work hard, play hard company mentality
PRIMARY PURPOSE OF POSITION
To interact with customers, suppliers and sales force concerning orders and shipments in accordance with the Company's objectives. Devote full time to the business and affairs of Chase Plastic Services, Inc., and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Responsible for providing friendly, high quality customer service to all customers through the effective management of responsibilities assigned to you. This would include receive, investigate and respond to all customer and sales staff inquiries regarding orders, status of shipments, product information, availability of inventory, complaints and custom stocking programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Predictable and dependable attendance is required.
Serve as a customer advocate within the company to ensure total customer satisfaction.
Adhere to the 2 hour call back policy for internal and external customers for phone, email and/or fax inquires.
Responsible for maintaining Quality Customer Service in accordance with Company Core Values (Core Ideology = Purpose + Core Values).
Responsible for timely, accurate processing of sales orders for assigned account managers and their customers while following detailed work instructions.
Work in accordance to all aspects of the Proactive Customer Service Model.
Proactively plan, organize and execute any external reports to ensure all orders are entered, shipped and invoiced in the time parameters expected.
Develop and maintain positive relationship with customer accounts, CPS Sales and internal customers.
Analyze Key Customer Inventory, Blue Folder and Sales Reports to ensure accurate inventory levels, confirm on-time shipments and evaluate potential areas of improvement.
Proactively manage custom stock, blanket PO's and consignment inventory programs with goal of reducing the risk of both stock-outs and aged inventory.
Manage freight consolidation efforts for sales orders and work with sales to develop ways of reducing freight.
Issue proper paperwork for Returns and Credit/Debit Memos in a timely manner.
Responsible for Bill of Lading requests and processing to hit 48 hour receipt goal.
Provide backup to other Customer Service Team Members as needed in their absence (included but not limited to; Service Specialist, Receptionist, Operations Support, etc.).
Complete miscellaneous projects assigned by the Staff Manager(s).
Responsible for continuous improvement asit relates to the CS training matrix and cross training.
Responsible for continuous team improvement as it applies to meeting the needs of our customers as determined through metric performance.
Actively participate in team Best Practice and Training meetings as scheduled by the CS Managers.
Document all customer complaints regarding products or services and forward to the Customer Service Manager (QPA Team).
Become familiar with all products; learn the product line and specifics of each account.
Actively participate in Lean meetings and Lean Blog postings.
Travel with Account Managers as deemed by your manager.
Position Requirements
QUALIFICATIONS
To perform this job successfully, the incumbent will possess the abilities and/or aptitudes to perform each duty proficiently to meet the needs of the business. The following requirements are representative of minimum levels of the knowledge, training, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
KNOWLEDGE / TRAINING / SKILL and/or ABILITY
At least two (2) years of customer service experience is required. Experience in an industry related customer service department is preferred. Individual must always practice a high level of integrity in their daily work routine and maintain a professional and positive demeanor at all times. Proficient in the use of all Microsoft® Office software: Word, Excel, Outlook, PowerPoint, Publisher. Excellent organizational skills and the ability to manage multiple projects and prioritize daily tasks. The ability to assume responsibility for projects, exercise initiative and judgment, then implement actions without direct supervision. The ability to read and interpret, and apply common sense understanding to carry out instructions furnished in writing, oral or diagram form using documents such as procedure manuals, work instructions, and software manuals. Effective oral and written communication skills and the ability to communicate to a variety of different audiences. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
PHYSICAL REQUIREMENTS
Individuals may need to sit or stand as needed. May require walking periodically throughout the day; or reaching above shoulder heights, below the waist or lifting up to 25 pounds as required to file documents or store materials and/or office supplies throughout the work day. Proper lifting techniques required. Finger and wrist dexterity with repetitive motion also required. For the most part, working conditions will be in ambient room temperatures, and lighting and traditional office equipment provided as found in a typical office environment.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.
Full-Time/Part-TimeFull-Time
Exempt/Non-ExemptNon-Exempt
This position is currently accepting applications.
