Bilingual Customer Service Associate - Lachine, Canada - Silgan Plastics

Silgan Plastics

Verified Company

Lachine, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

For more than 50 years, Silgan Plastics has defined the plastic bottling industry from technical innovation to creative packaging solutions.

No matter what your packaging needs, Silgan can and will handle them. From creation to commercialization, our customized approach to each customer's requirements is what sets us apart from the rest.

SUMMARY DESCRIPTION:

Process orders satisfy the customers' requirements and deliver as promised. React quickly, accurately, and competently to all customer requests. Develop an ongoing and strong relationship of trust and honesty with the customer. Communicate customer requirements and issues effectively to our Sales & Manufacturing personnel and
Technical Support Group. Enforce Silgan Sales policies and procedures and resolve any deviations with proper authority.

MAJOR RESPONSIBILITIES:

Communications:

Daily management for assigned customers
Learn details of accounts to stay up to date on orders and issues
Work with scheduling, purchasing, specifications, manufacturing, sales, pricing, technical group, shipping, and mold control to satisfy and/or followup accounts
Daily management and followup on accounts/orders (review open orders, check inventory, production and shipments)
Continually follow up with customer to review needs and obtain releases
Communicate regularly with customers identifying opportunities for additional business or repeat orders
Obtain and provide feedback/communication with Sales regarding customer problems and new interests
Reply to customer inquiries expediently

Order Entry:

Process orders completely with order information including part numbers, pricing, quantity, purchase order number, shipping addresses, billing addresses, customer part numbers/POS are all included from the customer
Prepare art deco requests and coordinate with customer for complete information and to ensure artwork and specifications are processed and approved for production
Verify information on purchase orders for consistency with orders in the system and policy. Pack spec requests

- new cartons or changes to existing cartons updated.

Customer supplied labels work with suppliers to ensure timely delivery of labels for production run
Review and send to Quality all customers specs to ensure accuracy and provide preshipment samples where required
Cutin orders, bottle, deco, resin, gram weight, neck finishes, etc., for applicable plants
Tooling orders, models, etc., work with customer and sales to provide all necessary information and price on

orders

Enter alternate resin qualification cut ins at applicable plant
Run/Review Key tools and reports to effectively manage assigned accounts (Silgan/Customer portals and EDI included)

Pricing:

Maintain knowledge of sales policies to ensure that all applicable charges are added to orders (color flush, gram weight charge, material change charge, label change charge, set up, purge charges etc.)
Confirm orders and pricing in system match. Investigate pricing discrepancies, provide all information for resolution and follow up accordingly.
Run weekly Price Change control report and ensure system is updated to minimize any manual overrides
Write and send disallowance correspondence when pricing discrepancy is not justified
Send price change notifications to customers in advance to ensure proper and prompt payment of invoices with new prices

Inventories and Shipments:

Daily review of inventory/production/shipments and reports
Communicate inventory and shipments information to the customer
Obtain releases/ set up deliveries and communicate to the plants
Follow up with customers for past due for shipments
Assist Sales in obtaining warehousing agreements ensuring policy is followed and communicated with customer
Invoice warehousing charges when appropriate. Obtain waivers for warehousing fees if necessary
Regularly review and execute appropriate plan for customer's warehousing charges
Verify inventory of finished goods and all raw materials before any order is closed out or decreased to ensure all raw materials and finished good are accounted for and dispositioned

Complaints:

Obtain information from customers/sales on complaints
Process complaints and send notification to plant management for approvals to proceed
Follow up on complaints to be answered and resolved
Notify management of unresolved (30 day old) complaints

New Customer Inquiries:

Be alert for all new customer inquiries and forward information to account manager
Be aware and interact with existing customers for new projects/opportunities

AUTHORITY LEVEL (if applicable):

EDUCATION:

Required:
High School diploma or GED equivalent. College business degree preferred

EXPERIENCE:

Required:3 to 5 years Customer Service experience

SKILLS:

Required:
Must be bilingual (French and English). Strong working knowledge of Microsoft Suite (with major