Customer Service Representative

Who We Are

Originally founded in Silicon Valley in 1952, we’ve been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging

Your Role

Customer Service Representative

Using your in-depth knowledge of TransPak company products and programs that you’ll gain over time through a supportive manager and team; you’ll provide effective customer service for all internal and external customers, primarily supporting data entry of invoices. As someone who is naturally friendly and professional, you’ll prioritize well, work independently and communicate often with team members within the Customer Service Department and other TransPak teams

What You’ll Be Doing

• Accurate data entry for invoicing by way of intake of orders and entering relevant details into Sage ERP
• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Provide timely feedback to the company regarding service failures or customer concerns
• Process customer orders/changes/returns according to established department policies and procedures
• Work closely with Planner for scheduling of orders
• Work closely with the credit department to resolve disputed credit items
• Partners with the sales team to meet and exceed customer’s service expectations

Email Communication Support

• Manage and maintain all emails that come into the Customer Service group email, including:
• Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
• Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request or placing an order

Order Support

• Enter new orders, release blanket orders and manage reschedules
• Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer
• Manage Back orders and past dues daily
• Manage 2-week out drawer
• Confirm next day scheduled orders, daily
• Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order

Handling Phone Calls

• Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension
• Provide customers with status updates and ETA’s
• Maintain Voicemail box and keep current respond to customer’s messages

What We’d Like to See from You

Highly Desired

• High School Graduate or GED
• 1 year of experience as a Customer Service Representative
• Customer/Client focused
• Problem solver and analysis
• Experienced with time management
• High level of motivation and strong work ethic

Preferred and Helpful

• Program Management experience
• Sage X3 experience or other ERP systems
• Excellent communication
• Effective interpersonal skills