Customer Service Order Processing Specialist

Benefits & Perks:

Excellent, Competitive Benefits Package, Comprehensive Health, Dental, Vision and Life

Insurance, Short Term Disability Insurance, Long Term Disability Insurance, Workers

Compensation, Retirement Plan, Paid Time Off, Sick Leave

Introduction

For 30 years, FLXON Incorporated has been a leading provider of best-in-class process

improvement consumable products and services to the Flexographic and Rotogravure

printing markets in Canada, the US, Mexico, and Central America. Our customers

produce packaging and labels for food, beverage, medical, pharmaceutical, and other

essential market segments. We are looking for an individual to join our team who is

experienced in customer service and order processing.

Scope

The Customer Service Representative will act as a liaison to the customer, area sales

managers, warehouse operations and management team by providing product/service

information, answering questions and resolving any emerging problems that come up

with accuracy and efficiency. The ability to investigate details and problem solve are

critical in this role as well as appropriate issue escalation.

The goal is to ensure excellent service standards, respond efficiently to customer

inquiries and orders and maintain high customer satisfaction. The primary function is to

process quotes, new orders, change orders, track inventory to fulfill orders and ensure

they are shipped to the customer on time and accurately. Attention to detail, time

management, organization and effective communication are key skills for this position as

well as a detailed record keeping in multiple areas surrounding order processing and

customer engagement.

Responsibilities

Answering phone calls and emails promptly

Understand the products we sell well enough to explain the benefits and

differences to a customer.

Make outgoing sales and follow up calls regarding orders and issues

Build sustainable relationships and trust with customer accounts through open

and interactive communication

Research and understand inventory

Prepare price quotations

Process sales and sample orders

Send Order Confirmations

Prepare packing lists

Provide accurate information to warehouse operations

Prepare customs invoices

Tracking status of orders in process

Understand international shipping procedures, required documentation and

oversee orders shipping internationally to avoid any delays.

Provide accurate, valid and complete information by using the right

methods/tools

Become proactive by finding ways to improve systems / processes and offer

suggestions for improvement through appropriate channels

Follow a customer order through from inbound order to invoicing and delivery.

Complete orders by creating and sending invoices.

Handle customer complaints and provide appropriate solutions or alternatives

within the time limits; follow up to ensure the complaint or question is resolved

and escalate issues to management as needed.

Keep records of customer interactions, update CRM system and file documents

electronically.

Develop and maintain in-depth product knowledge.

Proactively call / email customers to confirm purchasing trends and forecasted

needs.

Establish a rapport with main point of contact (purchasing) to find ways to offer

our products / services and make their ordering process easier with less

paperwork.

Focus on continuous improvement.

Work closely with the Sales Coordinator as well as the Operations Assistant as it

pertains to order processing, operations fulfillment, and customer service.

Requirements:

Bi-lingual proficiency in English and Spanish is preferred

A college degree and/or minimum of 5 years in business operations.

Experience with ERP software.

Possess excellent communication skills both oral and written.

Must have strong inner drive and self-discipline.

High level proficiency in Microsoft Excel, Word, PowerPoint, and Outlook

Proven customer support / sales experience

Track record of over-achieving quota and being proactive

Strong phone contact handling skills and active listening

Proficient in Microsoft Outlook, Excel, QuickBooks or another ERP system (Odoo).

Familiarity with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High attention to detail, and ability to understand technical specifications.

Consistency and dependability are crucial to this role

High school degree

Background Check and Drug Screening

Valid Driver’s License