Customer Services Lead

• Provide day to day account query support via telephone and email to the customer
• Manage and assist with all sales order and purchase order processes and documentation to ensure customer expectations are met on time
• Drive continuous process improvements for customer services and logistics in order to enhance the overall customer experience
• Follow up delivery discrepancies
• Update and administer customer details/changes on all relevant internal systems
• Manage all record keeping of all consignments ensuring compliance is met and maintained for HMRC and internal audits
• Support the sales team by identifying and acting upon any new business opportunities with existing customers and providing feedback
• Develop a comprehensive understanding of the company's product and service offering
• Manage the relationships with transport providers for export consignments in addition to reviewing and providing appropriate rates and optimum load/product mix
• Deal with any day-to-day transport issues and monitor all transport services levels to ensure providers are meeting agreed KPIs
• Work with the Warehouse to ensure orders are processed within the specified time frame
• Coordinate the dispatch of appropriate samples for the customer
• Work with the Regulatory Affairs and Operations team to resolve any customer complaints
• Manage workflow and efficiencies to ensure all tasks are carried out correctly and in a timely manner both within the Customer Services and in conjunction with other departments

Measurables

• Order processing times met
• Answer/follow up customer inquiries in a timely manner
• Strong relationships built with customers
• Accurate production of information and data

Paper Division Customer Service Rep - Planner - Level II

Minimum 1 year experience in Customer Service / Production Planning duties

Ability to manage Customer Service for mill serving large external customer base

and production planning for multi machine mill

Customer Service

Manages / determine pricing  within approved guidelines for House Accounts

Conducts credit, invoicing and accounts receivables for specific customer base

Enters customer orders and requirements into Optivision

Manages Customer feedback processes ensuring corrective actions are in place to address specific requirements

Supports  Account Rep. efforts in current and new account management through information gathering, project work and process set-up

Proactively develops detailed knowledge of served markets, including current trends, issues and order management processes

Works directly with participating customer base to coordinate daily requirements and extended leadtime items

Production Planning

Manages daily order execution for "A" items within designated region for  Paper Division and selected customer base

Develop and implement master production plans for assigned mills

Create and implement daily master production schedules for assigned mills and reconcile based on adjustments needed to meet customer / inventory requirements

Responsible for trimming and releasing of orders to production schedule and shop floor

Capable of scheduling / trimming multiple machine paper mills and conducting business with those mills Customer base

Proactively anticipates plant operating schedule needs / changes by understanding customer order cycles and plant resources (machine capabilities, shift schedules and staffing)

Manages resolution of scheduling conflicts between Customers, Paper mills and Logistics

Manages machine cycles to achieve increased throughput and efficiency

Provides 24 hour coverage for Customers (emergencies) and Paper mills (trimming & machine scheduling)   

Manages Production Planning for Off-Line Converting

Coordination of trials

System Management

Maintain production capability data in Optivision

Utilizes Optivision and Data Warehouse report to anticipate problems that either impact or could impact  planning and scheduling accuracy

Responsible for all Customer File creation / maintenance in Optivision

Responsible for Article Creation / management within Optivision

Working Capital

Manages schedule execution to meet divisional working capital goals & Customer requirements

Responsible for evaluating & recommending inventory levels and safety stock

Manages the reduction / disposition of aged inventory for specified mills to meet divisional and corporate goals

Responsible for disposition of unplanned inventory over-runs, sidetrim, oddlot and returned sales

Manages ABC classification for selected customer base

Ensure inventory availability to meet short leadtime requirements for selected customer

base

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.