Customer Service Associate III

Clearwater Paper Corporation is a premier independent supplier of paperboard packaging products. They are seeking a Customer Service Associate III to ensure customer order specifications are met while actively pursuing additional sales opportunities and maintaining industry-leading service levels.

Responsibilities:

• Voice of company to primary purchasing agent contacts for assigned accounts; responsible for maintaining industry-leading service levels
• Uses product knowledge to assist customers with ordering needs
• Reserves machine capacity, enters orders, communicates ship dates
• Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery)
• Ensures customer orders comply with Sales and Manufacturing agreement
• Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer
• Solicits new orders to assist Operations in qualifying production runs, filling open machine capacity, and selling aged inventory for prime pricing
• Receives, generates and distributes Competitive Information Reports from Sales Managers as necessary
• Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues
• Works with sales and quality to supply customers with product samples and trial inventory to secure new business
• Regularly communicates with CLW outside sales contacts on opportunities and issues uncovered during regular job activities
• Implements and oversees customer offsite inventory programs, as needed, to meet market/customer needs and maintain targeted levels
• Manages input of sales orders utilizing Electronic Data Information (EDI)
• Collaborates with sales, customers, and schedulers by analyzing and adjusting warehouse inventories as needed to ensure adequate turns are being met
• Coordinates customer needs with 3PL warehouse contacts
• Reviews aged inventory, looking for sales opportunities within customer territory
• Performs regular review of customer shipment history versus forecast and provides recommended updates to Sales Manager/S&OP analyst
• Monitors customer order volumes to align with sales forecasts. Collaborates with scheduling and operations management to balance with production targets

Requirements:

• High School Diploma or GED required
• Minimum of five years relevant customer service experience required, preferably in a supply chain or manufacturing environment
• Excellent verbal and written communication skills are required and must be demonstrable
• Proficient in Microsoft Word and Excel required
• Must be able to work with a diverse group of people in a professional manner and be able to handle several work tasks concurrently
• This person must be able to work with minimal supervision, be a self-starter and take the initiative to evaluate and drive order fulfilment process improvements
• Some mental, visual, physical fatigue from computer terminal use
• Reading
• Keyboarding
• Communication
• Primarily Office Environment
• Must wear required Personal Protective Equipment in the manufacturing environment
• Must be able to rotate on call weekend coverage; representing the customer service group
• Some travel required
• Bachelor's degree in business or related field
• Knowledge of computer programs used to track production and customer order status