Serves as a direct liaison between customers, sales and all company departments ensuring timely and accurate processing of orders. Provides world class service to customers with resolving inquires or problems. Key Responsibilities Input customers' orders into SAP R3 for all accounts under assigned sales region. Create, review, and provide sales order confirmations to customers/sales as required. Creates purchase contracts for qualifying orders requesting import product, sends to Mill & Import for processing and proactively works with said departments. Pricing management & SAP implementation. Processes all sample requests from company departments via fed ex or LTL ensuring the most cost effective method is utilized. Compile daily/weekly reports for internal and external parties as required. Capture customer PO fill rate as part of order management. Suggests product substitutions as needed for orders based on product knowledge. Participate in daily/weekly conf. calls & meetings as required. Proactively works with logistics/Import, warehouse, accounting, PPIC and Sales team to ensure customers' orders are processed accordingly. Responds to customer inquiries and requests, trouble shoots problems and recommends remedial actions. Helps investigate all customer payment deductions and collaborates with respective departments for root cause and resolution. Primary contact for all customer nonconformance product claims, collaborates with QA & Sales for customer resolution as required. Manages Purchase order ship point to ensure most cost effective shipping method is used by way of collaborating with transportation department for rate analysis prior to shipping. Helps to communicate customer PO product needs to PPIC and collaborates with to ensure product needs are provided in a timely manner and allow on time delivery/fill rate. Effectively manages available inventory toward customer PO's by way of prioritizing destinations, quantity required, transit times and ETA's with a focus to fill all customers' needs respectively, coordinates allocation with sales as needed Able to work effectively both individually and in a team approach environment. Will help train/cross train and overall support the extended CS team. Education and Experience Background High School Diploma required. College course work and/or comparable work experience in customer service representative related field: 3 years min. manufacturing industry required and 3 years account management/ experience preferred. Performs other duties as assigned Skills and Knowledge Must work well within team framework Detail oriented and quality focused Effective written & oral communication skills, establishes positive working relationships. Must be dependable and punctual. Experience with Microsoft Office programs SAP R3 experience preferred Structures tasks and prioritizes work assignments to meet deadlines and accomplish departmental goals. Sales Force experience preferred Essential Job Functions Must be able to perform general office functions, operate a computer, lift up to 20 pounds, and communicate effectively with internal and external constituencies. Pay depends on experience. To apply please send your resume for immediate consideration or you can go to our website mercurypaper.com. Mercury Paper - An employer of Choice! We look for team players and leaders who share our customer dedication and business values. If you share this vision and meet the relevant qualification requirements, we want to hear from you. Mercury Paper is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application. Job Type: Full-time Benefits: 401(k) Dental insurance Employee discount Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Paid training Vision insurance Schedule: 8 hour shift Monday to Friday Ability to commute/relocate: Strasburg, VA: Reliably commute or planning to relocate before starting work (Preferred) Education: High school or equivalent (Preferred) Experience: purchase order: 3 years (Required) SAP: 2 years (Preferred) Customer relationship management: 3 years (Preferred) inventory: 3 years (Preferred) Work Location: One location