J.Rettenmaier USA LP

JRS USA is a leader in the manufacture and production of insoluble fibers used in the food, pet food, home and personal care, chemical, technical, industrial industries and many more. As a global manufacturer and essential business, we are always looking to add talented and dedicated professionals to our teams across the United States.

Customer Service Representative

Schoolcraft, MI

Job Responsibilities
  • Build relationships with customers through reliable service, knowledge and willingness to go the extra mile.
  • Respond to customer requests and involve internal resources as needed.
  • Process customer orders and ensure accurate and timely order fulfillment.
  • Communicate with a professional & friendly demeanor with internal/external personnel.
  • Monitor customer order patterns and advise Account Managers of relevant inconsistencies.
  • Enter and process customer orders for specific business units utilizing SAP/Business One. Specific focus areas may switch at any time to development the knowledge to cover all business units.
  • Verify all order details for accuracy (e.g. quantity, sales price, delivery terms, payment terms, packaging details). Maintaining a minimum 98% accuracy rate.
  • Confirm orders and delivery times within 2 business days of receipt of PO.
  • Handle change order situations adequately.
  • Track shipments and advise customers about delivery schedules and their changes.
  • Provide required documents to customers.
  • Field phone calls, faxes and emails from customers and direct them to the correct contact, or collect the necessary information.
  • Provide lead time, packaging and loading information, etc. to customers upon request.
  • Handle sample requests for full bag samples.
  • Respond appropriately to customer complaints and coordinate resolution with the respective internal personnel.
  • Assign lots to orders and send paperwork to all locations with a strong understanding of FIFO.
  • Provide back up for Invoicing Specialist, processing A/R Invoices.
  • Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to all relevant policies and procedures.
Minimum Job Requirements, Skills and Qualifications
  • High School diploma required. Associates degree preferred.
  • Strong sense of customer service.
  • Two years customer service or equivalent job experience in an industrial environment.
  • Understand and satisfy customer requests and complaints under consideration of established procedures.
  • Able to effectively communicate on the telephone and maintain composure under high stress situations.
  • Able to perform in a fast paced environment.
  • Competent writer of business letters/e-mails.
  • Detail-oriented and solid understanding of order fulfillment concepts.
  • Adept in use of MS Office, particularly Outlook, Excel and Word, and ideally Power Point to basic level.
  • Experienced with order processing software, preferably SAP.
  • Able to perform basic business math calculations.
  • Good typing skills (60 words per minute; 10-key).
  • Excellent organizational and time management skills.
  • No specific certifications and licenses are required.
Interactions and Tools/Equipment Utilized in the Job
  • Interacts with customers and all internal departments on a regular basis (telephone, e-mail, fax, mail).
  • Consults with sales personnel and staff in Logistics, Warehouses, Production and QA/QC.
  • Utilizes standard office equipment and computer work station. 
Physical Requirements
  • The job requires sitting, typing and viewing computer screen for long periods of time.
Other Information
  • All rules and regulations of the Employee Handbook apply at all times
  • Standard working hours: 8:00 am – 5:00 pm, Monday – Friday. Overtime as needed.
  • Eligible for In-2-Win Performance Bonus Program

If you are interested in this position, please email your resume and employment application to hrjrsscm and click the behavioral assessment questionnaire link to complete our Predictive index online.

J. Rettenmaier USA LP
16369 US 131 Highway
Schoolcraft, MI 49087
Phone: (269) 679-2340
Email: hrjrsscm

This Job Description is a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. The responsibilities, tasks and duties of the jobholder might differ from those outlined in the Job Description. Other duties, as assigned, might be part of the job. Employee’s position, job function, standard work hours, location and reporting relationship may be changed at Employer’s discretion. This Job Description is not a guarantee of continued employment.

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