Are you a Customer Service Assistant with experience processing sales orders in a manufacturing to sales environment? Do you enjoy providing “World Class Customer Service” by making each customer contact an easy and pleasurable experience? If this sound like you, Protecto Wrap Company may be your new work home! Protecto Wrap Company is currently seeking a Customer Service Guru to assist both the Building and Flooring Products Customer Service Specialists. This position will often be the first point of contact for our customer base and will assist customers from the initial contact (phone, fax or email) to shipping for all building and flooring products.

About Us:

Protect Wrap Co has been manufacturing waterproofing membranes since 1952. Since then we have built a sound reputation for producing some of the highest quality building and flooring underlayment product solutions for moisture, air and soundproofing membranes. Today, we continue to meet the growing needs of our customers through our innovations providing premium products and customer “World Class Customer Service.”

What you will be doing:

Acts professionally and with discretion, while always maintaining confidentiality.

Promptly answers incoming phone calls, screening and directs appropriately

Greets in person guests, delivery drivers, customers, or other visitors, screening and directs appropriately

Receive/Take order from customer (Phone, Fax or Email)

Order entry order into Acumatica

• Verifies Bill & Ship to, Quantity, Verifies Price
• Ensures price in Acumatica matches PO or
• Refers to price pages to verify the correct price.
• Notifies accounting manager of any incorrect pricing in MAS, include a copy of the appropriate price page for documentation.
• Ensures pricing has not changed from the time of order entry unless it is a non-recurring special offer.

Identifies Taxable Customers, applies the appropriate sales tax by locality.

Verify product availability in writing and

Obtain confirmation from production of product availability or

Obtains confirmation from production when product will be available if needed, in a timeframe less than our standard delivery time

Notify customer, within 24 hours of receipt of order, if product is not or cannot be available by requested delivery date, revise order if necessary

Send sales order, via fax or email, to customer within 24 hours of receipt of order or finalization of changes if there are product availability issues for confirmation signature. Include:

• Notice of any changes from PO received (ie: part numbers, quantity)
• Include freight and fuel charges or notice that charges will be added and expected Ship Date
• Determining Freight carrier, Freight rates
• Prepares customs paperwork for shipping outside of U.S.
• Obtains customer confirmation signature on sales order before releasing order to be processed/shipped
• Resolve any exceptions or notes the customer adds to the sales order before releasing order
• Repeat the process of obtaining a signed sales order until there are no exceptions or handwritten changes
• Follow up with customer if signed sales order is not received within 48 hours to avoid delayed shipment. Revise and resend if necessary.
• Follow up with customer, via email if possible, of any changes in the expected ship date

Attend weekly production scheduling meetings as needed

Assists in the processing Electric Data Interface process

Create and maintain procedures and process flows

Sorts mail and acts as back up for the samples department shipping and receiving duties.

May preform special assignment and/or duties as needed to support the company.

REQUIREMENTS:

EDUCATION:

High School Diploma or GED. College coursework in Business Administration is preferred.

AND

EXPERIENCE:

2 years’ experience in providing sales ordering/customer service

PREFERRED QUALITIFICATIONS:

• Order entry and Administrative Skills in a manufacturing to sales environment
• Advanced skills with Microsoft Office products; Outlook, Word and Excel
• EDI processing
• Knowledge of building and flooring underlayment (moisture and air barrier)

(An equivalent combination of education and work experience that satisfy the requirements of the job may be sufficient).

SUPPLEMENTAL INFORMATION:

This position requires successful completion of pre-employment checks to include a criminal background check and drug screening to include Marijuana.

KNOWLEDGE, SKILLS, ABILITIES and BEHAVIORAL COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Learns from mistakes and puts in preventative measures to ensure future success.

Technical Product Knowledge - Strives to continuously build technical product knowledge; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Demonstrates accountability.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Software – Utilizes Microsoft Office products; Outlook, Word and Excel effectively, maintaining knowledge of changing products. Utilizes Accumatica order entry/tracking/accounting software effectively.

Additional information about working here:

• Reports to the Customer Service Manager
• Work is generally confined to a standard office environment spending 90% of the time sitting and 10% of the time either standing or walking
• Occasionally lifts, carries, pulls or pushes up to 20 lbs.
• Occasionally stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties
• Constant use of verbal and auditory capacity enabling interpersonal communication through automated devices, such as telephones and/or in person
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment
• Constant use of visual capacity enabling constant use of computer or other work-related equipment

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Pay may depend on skills and/or qualifications

Work Location: One location

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