Customer Service Representative - Pulp

Supply Chain / Chaîne d’approvisionnement Fort Mill, South Carolina


Description

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Customer Service Representative – Pulp

 

Location: Fort Mill, SC 

 

Reports to: Pulp Customer Service Team Lead

 

We are looking for a service oriented, multitasking Customer Service Representative who will become a part of our Pulp Sales group. This role has extensive cross functional links and is instrumental to ensure customers’ needs are met by developing and maintaining productive relationships (internal and external), proactively thinking ahead and constant follow-up.

 

Reporting to the Pulp Customer Service Team Lead , you will be responsible for continually improving the customer service experience by acting as the key contact for the customer and pulp sales, ensuring seamless coordination between all Domtar groups involved in meeting the customer’s needs. Organizational skills, conflict resolution and attention to detail are critical to success in this role.

 

Job Responsibilities/Accountabilities:

  • Respond to all customers’ needs; internal, external, agents, and freight forwarders in a timely and customer focused manor.
  • Accurately enter orders to include but not limited to: credit checks, pricing, payment terms, wood credits, grades, sizes, etc. Update/maintain customer profiles and files with relevant changes to ensure up to date record keeping.
  • Process customer credits and debits, cancel/update/reissue invoices and facilitate credit memos/wire transfers.
  • Monitor customer rebate volume thresholds and payments.
  • Work cross-functionally to monitor customer shipment status with mill personnel and production planning.
  • Resolve issues and provide customized solutions to individual customers and agents in a timely manner.
  • Record customer incident reports; continuously track and oversee movement through resolution/completion.
  • Coordinate with planning, mills, accounting, transportation, customs, IT, and sales personnel to ensure all parties are aware of the customers’ needs.
  • Work with the freight forwarder to make ocean bookings, oversee all export documentation and work with affected parties for shipment resolution.
  • Document and update all customer records as they relate to pricing details, current volumes and projected volumes.
  • Monitor each customer’s orders to ensure monthly allocations of pulp is on target and report any over/under usage.
  • Monitor, replenish, and reconcile warehouse inventory for customers with this distribution model.
  • Provide back up for other CSR’s customers.

 

Key Skill Sets:

  • Good communicator at all levels of organization, in both written and verbal formats.
  • Ability to multi-task and prioritize among a wide range of responsibilities.
  • Self-sufficient, results driven and detail oriented customer service mindset.
  • Analytical approach to solving problems.
  • Team player that has a desire to continually learn and build relationships across sectors.
  • Timely and accurate response time to e-mail and phone calls.

 

Professional Experience/Qualifications:

  • A Bachelor’s degree in marketing, sales or another similar discipline or 3+ years’ of experience in a Business to Business experience.  Manufacturing environment with a strong baseline of logistics in a supply chain or export environment preferred.
  • Working knowledge in Microsoft Office (Excel, Word and PowerPoint); knowledge in Outlook, JDE Demand and Incoterms 2010 in preferred.
  • Proven success with order entry, delivery and invoicing customers with a focus on accuracy, attention to detail, time sensitivity and follow-up. Experience with letters of credit and international trade, including freight forwarding and ocean booking processes is preferred.
  • Ability to resolve problems and deal with difficult customer relations (at times). Planning experience is a plus.
  • Bilingual capabilities a plus (English, French and/or Spanish)

 

Domtar is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, sex (including gender identity or expression, sexual orientation, and pregnancy), marital status, religion, national origin, genetic information, disability, or veteran status.

 

 

 

Domtar is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, sex (including gender identity or expression, sexual orientation, and pregnancy), marital status, religion, national origin, genetic information, disability, or veteran status.