Customer Service Representative

Chicago, IL, United States

Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately $2.8 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 an ambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing 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 on products that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the worlds 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, its 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 Summary:**

The Customer Service Representative will oversee customer accounts and provide updates to customers as needed. This position will communicate with our outside sales team to help coordinate orders and ensure on time delivery. This position will report to the VP of Commercial.

**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 data and statistics e.g. OTIF, outstanding orders report, customer complaints

* Compile and print reports on overall customer satisfaction.

* Work with management and collaborate with customer-on-customer service initiatives.

**Qualifications and Experience Requirements:**

* Bachelors degree preferred not required or equivalent in the fields of Business Administration or equivalent experience

* 5 years of successful vertical sales and/or customer service experience.

* Experience in customer service and how to work with customers to drive profitable growth and formulate business solutions based on customer insights.

* Experience of working with/in Sales, Commercial teams.

* Possess excellent verbal and written communication skills.

* Can analyze Information and develop insights to develop solutions.

* Ability to solve problems. Proactive and look for areas of improvement.

* History of delivering customer value through improved customer service, working as a business partner with clients.

* Ability to drive customer focus with key stakeholders within our organization.

* High degree of flexibility and able to multitask. As well as positive attitude, strong work ethic, integrity.

* Must be well organized and keep clear concise records.

**Work Environment:**

This position will primarily work in an office environment where sitting for prolong periods of time and using a computer, telephone and other office electronics are critical. This position will also be exposed to working on the manufacturing floor, where moving machinery produces noises.

Trivium Packaging is an Equal Employment Opportunity (EEO)/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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