Job Information
Trivium Packaging USA Inc. Customer Service Representative - Cosmetics in Youngstown, Ohio
Customer Service Representative Job ID: 38649 Location: Youngstown, OH, US Education Level: Bachelor's Degree Location Type: On-site Talent Area: Sales Trivium Packaging is aglobal sustainability leader in metal packagingwith more than 60 locations worldwide, nearly 8,000 employees, and an annualrevenue of approximately 3.0 billion. Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages. Trivium wants to shape the industry and has embarked on anambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance byexecuting the Trivium Business System(commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and in our actions.Trivium has ambitious sustainability targets and focuses exclusively onproducts that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the world's leading rating agent who allocated this award only to the top 1% of the >75000 companies reviewed. Sustainability is embedded in each and every function at Trivium, it's in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries.Our culture is results-driven, entrepreneurial, informal, and highly multicultural.Our people have a high degree of responsibility. Job Duties: Maintains customer satisfaction by making sure we deliver against On Time In Full deliveries (OTIF) expectations and resolve customer complaints with customers. Achieves customer service objectives by contributing customer service information and recommendations to operational plans and reviews. Entry of orders, pricing, and order details. Provide price quotations to customers. Coordination between production, warehouse and shipping department to meet the customer needs. Preparing and completing action plans with Trivium teams; implementing productivity, quality, and customer-service standards; resolving problems. Participate in customer service audits; determine system and process improvements; implementing change. Maintain contact with customers; visiting operational environments; administering surveys; benchmarking best practices; analyzing information and applications. Maximizes customer operational performance by providing advice. Visit customers at various off-site customer locations, attend to customers visiting EXAL and giving plant tours as needed. Handle large volume of incoming calls for orders/inquiries. Enter orders into the system, same day as received. Make sure all information (incl pricing is complete and accurate.) Makes sure purchase orders are complete for production scheduling (e.g. graphics). Ensure all orders are shipped and billed promptly and accurately - Assist with the coordination of shipments for customers if needed. Coordinate returns and obtain all required information and appropriate approvals. Enter all customer complaints into the system. Issue credit memos after approval Coordinate all information on job adjustments. Monitor customer service and ensure OTIF delivery against purchase orders. Resolve complaints and order issues - follow through on challenges with delivering OTIF based on Outstanding Order Report. Runs the commercial operations meeting to flag and make sure teams resolve customer service issues. Ask customers to provide feedback on customer service experience. Analyze d