03/20/2019
Main Tape is a wholly owned subsidiary of Chargeurs as part of the Novacel Division. The company is recognized as the global leader in the manufacture, design and sale of temporary surface protection films. The company is seeking a candidate to fill a recently vacated position. This position will be located at our Cranbury, NJ facility. This role works within a team environment to deliver our commitment to exceptional service.
The individual will be responsible for providing outstanding service to Customers & business support through close teamwork within a small but fast-paced organization. Qualified candidates must have a minimum of five (5) years experience in customer service in a manufacturing environment.
Key Duties & Responsibilities
Process Orders and Change Orders – Key responsibility of this position which requires close attention to detail to ensure our Customers receive orders accurately and on time.
Manage Assigned Customer Accounts – This position provides a key interface with the front end of our business, requiring close Sales Team member coordination & constant telephone interaction with the Customer.
Manage Product Delivery According to Customer Needs – The Customer Representative plays a pivotal role to help coordinate cross-functional activities with Sales, Operations & Logistics.
Process Quotations & Maintain Customer Price Files – the Customer Service position helps to administrate pricing documentation ensuring Main Tape/Novacel orders are invoiced properly.
Maintain Customer Consignment/Stock Programs – the Customer Service position will provide support & coordination in conjunction with the Sales & Logistics Teams for customer stock & consignment inventory programs.
Prepare Sample Requests – sample requests are coordinated with the Sales Team and administered through Customer Service to facilitate Main Tape/Novacel’s efforts to gain new business.
Process Product Return Paperwork – Position responsibilities include support for the Customer, Sales Team and QA to create and administer the paperwork to facilitate product returns.
Resolve Customer Short-Pays – In instances where Customer payment discrepancies occur, position will facilitate resolution with the support of the appropriate Sales Representative.
Prepare Export Compliance (NAFTA and USDA Certificates) – Main Tape and Novacel conduct business throughout North America, requiring preparation of the proper export support documentation.
Comply with ISO Documents – Main Tape and Novacel are ISO organization requiring close attention to work process instructions and procedures.
Assure friendly, timely, and accurate solutions are provided to internal and external customers.
Welcome new business and establishes a foundation of trust and support.
Set up new customers, processes new orders, generates quotes, requests part numbers, loads prices, and sends sales order acknowledgements utilizing our ERP system.
Assist customers throughout the order fulfillment process in regards to: delivery dates, requests to expedite, shipment status, POD, and claims processing.
Perform and support the contract review process on orders entered.
Manage paperwork associated with order fulfillment.
Handle all inquiries received through email, fax, or telephone including qualifying prospects: inspiring confidence that the inquiry will be handled accurately and timely.
Prepare paperwork from the shipping department for invoicing by the accounting department.
Suppors the sales team in their efforts to build and maintain the customer base and promote the brand. Works closely with the sales reps to provide a seamless level of service to our customers.
Provide management with information requested to assess the business.
Education & Experience
Qualified candidates should have a minimum of five (5) years experience in customer service in a manufacturing environment.
Proficiency in Microsoft Office applications. Ability to adapt and learn new software programs.
Knowledge of Epicor ERP.
Bilingual Spanish/English speaking.
Key Competencies
Strong written and verbal communication skills are essential.
A customer-focused, professional and detail-oriented person who works well managing multiple tasks is required.
Pleasant and professional phone demeanor.
Excellent organization, communication, computer skills.
Excellent verbal and written skills
A flexible, positive “can do and willing to do” attitude is required
Must be a team player and willing to pitch in so that the goals of the team are met
Ability to work under pressure with tight deadlines.
Ability to interact effectively and collaboratively with all functions within the organization.
Conducts themselves in a professional manner with a positive attitude.
Demonstrates strong interpersonal communication skills. Includes ability to foster strong relationships with both internal and external.
