Customer Support Specialist

Company Description

Closure Systems International, Inc. (CSI) is a global leader in plastic and aluminum closure design, manufacturing and high-speed capping equipment / application systems. Approximately 90+ billion closures are produced annually in CSI's 25+ manufacturing sites, strategically located in 20+ countries throughout the globe.

CSI integrates innovative closure technology, high-performance equipment and expert technical services and training support to help customers all over the world maximize their profits. These integrated closure and capping solutions deliver a total system of unsurpassed customer value and reliability.

Duties and Responsibilities

The customer support specialist deals with all levels of external customer contact, as well as internal contacts in other supporting business functions as appropriate (i.e., accounting, credit, transportation, planning, information technology, etc.).  The individual must be self-motivated, yet function successfully within a team environment. 

1. Function as the primary customer contact for the bottler locations
2. Ability to use creative out-of-box thinking to ensure all customer needs are met
3. Accountable to gather and communicate pertinent information to enable CSI to make solid business decisions
4. Accurately input closure orders in ERP system
5. Execute customer order changes in ERP system, and all necessary internal communication
6. Initiate troubleshooting of customer complaints and oversee process through resolution with customer
7. Responsible for providing input to National Account Manager regarding changes which might impact 30-day forecasting
8. Accountable for pro-active calls to gather necessary information to enable CSI to make solid business decisions
9. Identify volume/product demand for planning
10. Responsible to gather information for customer credit checks
11. Administer/monitor rebates and/or amortizations to uphold terms of contract
12. Coordinate with AR in unadjusted item resolution and collections
13. Identify areas for process improvements/monitor goals with supervisor
14. Adhere to CSI’s import/export compliance policy and requirements while performing all activities of a CSS
15. Review CSI’s compliance website for procedures/SOP/guidelines that will assist them in properly performing their function
16. While traveling on company business, will uphold CSI’s travel policy and will report any potential problems to CSI’s Compliance Liaison

POSITION DEMANDS: 
•    Regular and reliable attendance and punctuality
•    Use of appropriate PPE equipment/clothing when at manufacturing/bottling locations
•    Significant time spent on computer each day
•    This position reports to the CSI Customer Service Manager

MINIMUM REQUIREMENTS:
•    Bachelor’s degree
•    3-5 years of experience in customer service
•    Computer skills and strong analytical skills using Microsoft Word and Excel
•    Excellent verbal and written communication skills
•    Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
•    Collaborates well with others: proactively contributes to group objectives; volunteers to help others