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Service Support

About the OrganizationAt Chase Plastics, we're real people providing real solutions. It's something we've been doing since 1992, when Kevin and Carole Chase independently set out with nothing more than $2,500 in their pocket and a Detroit-bred work ethic. Their goal then - and now - was to do what big distributors would not: provide quality specialty, engineering and commodity thermoplastics for small- to medium-sized applications - and back it up with outrageous customer service.

Today, customer service is more than a value, it's instilled in our DNA, and it's inherent in everything we do. Just like the day we started, we're committed to providing you:

Real solutions that aren't delayed by red tape or inaction

A partnership based on a genuine understanding of your business and your goals

The tools and resources to help you succeed and thrive

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

LocationClarkston Office

Description

PRIMARY PURPOSE OF POSITION

To interact with customers and sales force concerning orders and shipments in accordance with the Company's objectives. Devote full time to the business and affairs of Chase Plastic Services, Inc., and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Responsible for providing friendly, high quality customer service to all customers through the effective management of responsibilities assigned to you. This would include receive, investigate and respond to all customer and sales staff inquiries regarding orders, status of shipments, product information, availability of inventory, complaints and custom stocking programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Predictable and dependable attendance is required.

+ Provide backup to, customer service team and administrative position.

+ Provide support within Operations Team with monthly metric reporting and importing information into ISO Logs and spreadsheets.

+ On-Time Shipments Report (OTS) - Monthly

+ Accuracy Reporting - Monthly

+ Customer Generated Report Cards - As Needed

+ Expedite Log - Monthly

+ Assist in completing the CON/Transfer process, as well as, repacks and, repacks/relabels within P21 System for public warehouse shipments.

+ Complete Thank You Survey calls to new customers and work with them to complete the survey. Miscellaneous projects assigned by the Customer Service Managers and Operations Manager.

+ Become familiar with all processes and daily tasks of a Service Specialist in order to provide assistance within the team, as well as, PTO Coverage.

+ Adhere to the 2-hour call back policy.

+ Responsible for maintaining Quality Customer Service.

+ Responsible for continuous team improvement as it applies to meeting the needs of our customers.

+ Document all complaints regarding personnel or product and forward to the Customer Service Manager.

+ Provide account support for the Customer Service Manager in his/her absence.

+ Serve as a customer advocate within the company to ensure total customer satisfaction

+ Follow detailed work instructions

+ Actively participate in Lean meetings and Lean Blog postings

Position Requirements

QUALIFICATIONS

To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently to meet the needs of the business. The following requirements are representative of minimum levels of the knowledge, training, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE / TRAINING / SKILL and/or ABILITY

At least two (2) years of customer service experience is required. Experience in an industry related customer service department is preferred. Individual must always practice a high level of integrity in their daily work routine and maintain a professional and positive demeanor at all times. Proficient in the use of all Microsoft® Office software: Word, Excel, Outlook, PowerPoint, Publisher. Excellent organizational skills and the ability to manage multiple projects and prioritize daily tasks. The ability to assume responsibility for projects, exercise initiative and judgment, then implement actions without direct supervision. The ability to read and interpret, and apply common sense understanding to carry out instructions furnished in writing, oral or diagram form using documents such as procedure manuals, work instructions, and software manuals. Effective oral and written communication skills and the ability to communicate to a variety of different audiences. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

PHYSICAL REQUIREMENTS

Individuals may need to sit or stand as needed. May require walking periodically throughout the day; or reaching above shoulder heights, below the waist or lifting up to 25 pounds as required to file documents or store materials and/or office supplies throughout the work day. Proper lifting techniques required. Finger and wrist dexterity with repetitive motion also required. For the most part, working conditions will be in ambient room temperatures, and lighting and traditional office equipment provided as found in a typical office environment.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

Full-Time/Part-TimeFull-Time

Exempt/Non-ExemptNon-Exempt

This position is currently accepting applications.