Customer Service Representative, Americas

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

We're looking for our next Customer Service Representative who will be responsible for order management including processing the customer requirements into sales orders for manufacturing and shipments focusing on North America and Canada customers for applicable sites. The role also serves as liaison between Sales Managers, sourcing, vendors, production planning, warehouses, freight carriers, convertors, customers, support departments, management staff and other manufacturing personnel. Performs other special assignments as directed by the Customer Service Manager.

General:

• Provide high quality and efficient customer service.
• Be customer advocate (externally and internally)
• Be well versed with all customer specifications.
• Develop in depth knowledge of company’s products.
• Provide back-up coverage to other Customer Service team members.
• Manage/coordinate all account activities (account gate keeper)
• Light business travel when necessary
• Investigates and resolves matters of significance on behalf of management.
• Ability to make independent decisions following pre-determined guidelines.
• Attend training that may be needed to improve knowledge and skill set to help accomplish the
  tasks assigned to the job or for self-improvement.
• Follow defined policies and procedures in the performance and responsibilities outlined in the job
  description.
• Follow all company environmental, health and safety programs, policies, regulations, and
  requirements.
• Preform other duties as assigned focusing on the North America and Canada customers.

Order Management:

• Enter sales order data into SAP.
• Evaluate sales order pricing by contract/quote.
• Verify customer purchase order information.
• Monitor order status.
• Coordinate and communicate customer release/delivery schedules.
• Coordinate customer deadlines (by use of SAP and communication from operations)
• Assist with inventory management/warehouse planning.
• Assist in scheduling of production with communication to production planning.
• Purchase Order hand off and four eye quality verification.
• Represents the company in handling complaints/claims with customers.

Invoicing/Billing:

• Bill assigned customers.
• Audit sales invoices for accuracy, completeness, and conformance to customer specifications prior
  to customer receipt
• Assist to prepare and email invoices to customers.
• Resolve customer invoicing issues identified by customers utilizing credit function.
• Troubleshoot SAP issues in the revenue cycle.
• Assist with account collection follow-up (when needed)

Reporting/Documentation:

• Update backup documentation with any changes to the account (including training of these
  revisions)
• Create and update daily and weekly open order reports.
• Create and update weekly reporting for Management.
• Report customer material availability inventories
• Assist with customer forecasting.

Opportunities/Continuous improvement:

• Identify new business opportunities.
• Assist to identify outlets for inventories.
• Cultivate support department opportunities by working with appropriate internal departments
  and staff to secure business.
• Identify streamline solutions; efficient/effective solutions to increase productivity and limit errors.
• Conduct special projects as defined by Manager or Lead.

Education and experience:

• Associates degree in business or equivalent work experience preferred.
• Minimum two years Customer Service/Order Management experience preferred.
• Preferred minimum of three years SAP experience
• Excellent PC/Excel/Word /Outlook skills
• Ability to calculate figures and amounts such as discounts, interest, freight, percentages, and
  volume.
• Knowledge of manufacturing environments

Key competencies:

• Willingness to work flexible hours as needed.
• Team and goal oriented
• Able to work in demanding, problem solving orientated environment.
• The ability to handle multiple assignment and deadline simultaneously.
• Intense attention to detail with accuracy and consistency
• A proactive self-starter
• Excellent communication skills
• Able to be assertive, analytical, and able to establish priorities.
• Must be well organized.
• The ability to work independently and as part of a team and to build effective relationships with a
  wide range of people.
• Ability to write reports, business correspondence, and procedure manuals.