Customer Service Representative

Supply Chain / Chaîne d’approvisionnement Greenville, North Carolina



                           DOMTAR JOB DESCRIPTION


Job Title: Customer Service Representative

Position Reports to: Kevin Swindell

Current Job Grade: 3

Manager Name/Title: Kevin Swindell, Supply Chain Manager

Location: Greenville

Relocation Available (y/n): N

Date: January 22, 2019


Travel Required: 

X less than 25%  25%-50%  50%-75%  more than 75%


Job Summary:

This position strengthens business relationships and builds a partnership between Domtar Personal Care and our customers. These tasks include, but are not limited to managing order processes, coordinating logistics activity, working closely with transportation, and planning. It requires enforcing Domtar Personal Care’s commercial policy, and negotiating exceptions to standard practice when necessary, proactively communicating changes, managing return requests, analyzing customer demand, and positioning yourself to be recognized by the customer as their primary representative to Domtar Personal Care.


Key responsibilities and percentage of time spent on each:                                                                 

                                                  Key Responsibilities                             


Process customer orders accurately into Oracle. Proactively control and manage customer orders within the Supply Chain to ensure on-time delivery. Process EDI orders 2 to 3 times daily. Access customer portal to obtain data and process orders.


Proactively communicating situations which may prevent receipt of our products as ordered, such as customer hold situations, product supply or transportation issues. Communicate any customer driven changes to the internal supply chain partners.


Apply knowledge of Demand Planning, Logistics, and Cost Analysis to improve the customer’s experience.


Research, troubleshoot, and resolve customer request and inquiries, including complaints, returns, pricing, shipment tracking, and all logistical issues utilizing appropriate internal resources. Take independent action and make decisions when necessary that serve our customers.


Participate in supply chain process improvements activities; establish best practices for managing assigned accounts; including development of tools (reports, communications, etc.) to maintain optimum quality service levels.


Review daily impact of incoming orders on shipping and production capacity, and work with internal supply chain partners, external customers, and sales representatives to correct outages.


Work closely with shipping, transportation and planning departments to ensure that orders flow through the supply chain in a level manner.


Use EtQ CAPA (Corrective Action Preventative Action) software to improve productivity and effectiveness.


Perform data analysis and interpret the data on an as-needed basis using Excel and MS Access.







Required Qualifications/Professional Experiences

Years of Experience/Education/Certifications:


  • Associate Degree
  • Minimum of two years in customer service or related manufacturing, logistics, or business support role involving interaction with internal and external customers
  • High degree of proficiency in PC skills to include MS Outlook, Word, Excel, Access, and PowerPoint.
  • Should understand supply chain interfaces thoroughly in order to identify issues and engage internal resources as appropriate to meet the changing needs of our customers
  • Experience with an ERP system (Oracle is a plus)
  • Detail oriented/ Strong analytical skills
  • Above average inter-personal and telephone skills with excellent written and oral communication skills


Preferred Qualifications/Professional Experiences/Years of Experience:  


  • Experience with Oracle
  • Experience with customer portals
  • Experience in Demand Planning and Logistics
  • Ability to work multiple tasks to meet deadlines
  • Experience in EtQ CAPA and Business Intelligence (BI) software
  • Strong organizational skills, ability to work independently, and function well in a team environment
  • Ability to make decisions and take action in a way that meets the intent of company policy, goals, and objectives
  • Four year degree in Business Administration, Industrial Distribution, or related field is preferred.


Critical Competencies for Success (Leadership, Technical, Innovation and Work Complexity):


  • Good verbal and written communication skills
  • Good Analytical skills which can be effectively communicated
  • Must have excellent attitude and interpersonal skills to work effectively with customers, and other departments

·         Must be able to handle multiple detailed tasks independently and in a team environment

  • Proficiency with all Microsoft office platforms
  • Intermediate to Advanced skills in Microsoft Excel to include using pivot tables and formulas to undertake data analysis







Physical Requirements:





1% - 25%

26% - 75%

76% -100%

Lift up to _25__lbs.




















Use hands to handle or touch





Reach above shoulders





Climb or balance





Working at heights (wear safety harness)





Stoop, kneel, crouch, or crawl





Talk or listen





Use foot/feet to operate machine








Approved by:


Date approved:





Candidates must successfully complete a selection process that includes interviews, aptitude tests (for some positions), references verification, drug screening (US), and required background checks (including criminal). Domtar is an Equal Opportunity Employer, EEO/AA Employer.