Customer Service Rep
Akers Packaging Service Group, Van Wert, OH, United States
Position Summary
The Customer Service Representative is responsible for estimating items and order entry. Interacts with customers, acts as a liaison between customers, production, design, and sales. Processes all customer related information and records in system.
Essential Duties And Responsibilities
Communicates with customers, estimating items for pricing and order entry. Communicates with customer via telephone, faxes and e‑mail concerning orders, returns, shipments and products. Acts as a central point of contact for coordination of all internal and external customer requirements and expectations. Processes customer orders, shipments and expedites delivery of products. Interacts with production and other business units regarding design, delivery, accounts receivable and service matters. Investigates and provides timely responses and resolution to customer complaints. Maintains and manages inventory programs using the Harry Rohde Management System (HRMS). Supports Customer Service Manager functions when the manager is absent. Conforms with and abides by all regulations, policies, work procedures and instructions. Completes special projects as assigned by the General Manager or Customer Service Manager. Is able to work in excess of 40 hours, as business needs arise. Has regular and reliable attendance. Performs any other task or duty that is deemed necessary by management.
Cultural Competencies
Help First – Being a reliable team member serving everyone, internally and externally. Able communicator – good clarity, balanced talker, and listener. Has energy and enthusiasm. Solution‑oriented rather than blame‑oriented.
Role
Take Ownership
means that you think and act like an owner. Each person has the autonomy to make recommendations for improvement to their work and the organization. This is demonstrated by: Being patient. Effectively assertive and able to handle conflict and confrontational situations. Advocating for continuous improvement. Displaying a mixture of firmness and flexibility. Having energy and enthusiasm. Holding self and others accountable. Taking calculated risks. Do The Right Thing
means doing what’s right regardless of its popularity. This is demonstrated by: Being a systematic trainer, willing and able to develop people. Having a strong work ethic, task focus, and willingness to extend extra effort. Able to follow structure where it exists and create structure where it does not. Expect Excellence
means doing it right the first time. This is demonstrated by: Being resilient, able to deal with the unexpected and not easily flustered. Having a sense of urgency. Following up to ensure quality task completion.
Work Environment / Physical Demands
Fast‑paced environment requiring adaptation to continuous changes in company, customer, and people needs. Ability to frequently sit, stand, walk, reach with hands and arm’s length, climb or balance, stoop, kneel, and crouch. Ability to regularly lift or move up to 10 pounds, occasionally lift or move up to 50 pounds. Ability to sit for extended periods at a desk in a traditional office environment. Ability to travel up to 25% of the time.
Systems Usage
MS Office Suite (Excel, Word, Outlook, Teams) ERP System Kiwi ADP Workforce Now
Qualifications
Excellent analytical skills. Demonstrated track record of success within a B2B environment. Excellent oral and written communication skills.
Preferred Qualifications
Experience with systems mentioned above. Detail‑oriented. Experience in corrugated manufacturing is strongly preferred. A genuine, positive, and friendly disposition.
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The Customer Service Representative is responsible for estimating items and order entry. Interacts with customers, acts as a liaison between customers, production, design, and sales. Processes all customer related information and records in system.
Essential Duties And Responsibilities
Communicates with customers, estimating items for pricing and order entry. Communicates with customer via telephone, faxes and e‑mail concerning orders, returns, shipments and products. Acts as a central point of contact for coordination of all internal and external customer requirements and expectations. Processes customer orders, shipments and expedites delivery of products. Interacts with production and other business units regarding design, delivery, accounts receivable and service matters. Investigates and provides timely responses and resolution to customer complaints. Maintains and manages inventory programs using the Harry Rohde Management System (HRMS). Supports Customer Service Manager functions when the manager is absent. Conforms with and abides by all regulations, policies, work procedures and instructions. Completes special projects as assigned by the General Manager or Customer Service Manager. Is able to work in excess of 40 hours, as business needs arise. Has regular and reliable attendance. Performs any other task or duty that is deemed necessary by management.
Cultural Competencies
Help First – Being a reliable team member serving everyone, internally and externally. Able communicator – good clarity, balanced talker, and listener. Has energy and enthusiasm. Solution‑oriented rather than blame‑oriented.
Role
Take Ownership
means that you think and act like an owner. Each person has the autonomy to make recommendations for improvement to their work and the organization. This is demonstrated by: Being patient. Effectively assertive and able to handle conflict and confrontational situations. Advocating for continuous improvement. Displaying a mixture of firmness and flexibility. Having energy and enthusiasm. Holding self and others accountable. Taking calculated risks. Do The Right Thing
means doing what’s right regardless of its popularity. This is demonstrated by: Being a systematic trainer, willing and able to develop people. Having a strong work ethic, task focus, and willingness to extend extra effort. Able to follow structure where it exists and create structure where it does not. Expect Excellence
means doing it right the first time. This is demonstrated by: Being resilient, able to deal with the unexpected and not easily flustered. Having a sense of urgency. Following up to ensure quality task completion.
Work Environment / Physical Demands
Fast‑paced environment requiring adaptation to continuous changes in company, customer, and people needs. Ability to frequently sit, stand, walk, reach with hands and arm’s length, climb or balance, stoop, kneel, and crouch. Ability to regularly lift or move up to 10 pounds, occasionally lift or move up to 50 pounds. Ability to sit for extended periods at a desk in a traditional office environment. Ability to travel up to 25% of the time.
Systems Usage
MS Office Suite (Excel, Word, Outlook, Teams) ERP System Kiwi ADP Workforce Now
Qualifications
Excellent analytical skills. Demonstrated track record of success within a B2B environment. Excellent oral and written communication skills.
Preferred Qualifications
Experience with systems mentioned above. Detail‑oriented. Experience in corrugated manufacturing is strongly preferred. A genuine, positive, and friendly disposition.
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