KIK Custom Products

Customer Service Representative

2 weeks ago(1/9/2018 7:50 AM)
Job ID
# of Openings


We are searching for a manufacturing Customer Service Representative to join our dynamic Customer Service Team based in Gainesville, Ga. The Customer Service Representative functions on the tactical side of our business providing daily customer interface to ensure needs are met and expectations are exceeded. You will work closely with our external and internal customers as you synchronize efforts for customer orders, coordinate and monitor internal efforts, problem solve, and manage requests by keeping all parties posted of progress along the way. The CSR must firmly yet tactfully facilitate the order management process from order input through delivery and is the internal liaison for the KIK team. The key to this role is high self-motivating initiative and detailed follow-through ability.

Essential Job Functions

  • Order management for a set of customers or division of a customer 
  • Aggregates customer required reports from multiple plants, ensures consistency of content and format to drive consistent customer experience 
  • Aggregates customer metrics from all appropriate sites and ensures they are presented in a consistent manner. Facilitates deployment instructions from the customer to the site shippers to ensure prompt shipment
  • Expedites plant input into any customer reports, ensure content consistency 
  • Participate in the decision process that create the need for special billings. Ensure that the cost capture and price impact are communicated to the customer and that prompt billing occurs 
  • Monitors deployment instructions from the customer to ensure prompt shipment, to reduce Finished Goods inventory. Trouble shoots barriers to shipments 
  • Provides updated pricing to the customer at intervals compliant with our contractual obligation and ensure there are no payment issues 
  • Collects from plant personnel the information required to complete customer dashboards, metrics etc 
  • First stop for Accounts Receivable issue resolution for price discrepancy for Short Payments, etc 
  • Ensure that Special Billings generated from activity at the plant are billed to the customer consistent with quoted and or standard charges 
  • Ensure that customer Purchase Orders received are compliant for price agreement, quantity agreement and terms and conditions 
  • Faxed/Email Orders – Manual entry 
  • Identify correct Bill to and Ship to, shipping via, plant location, item numbers, price, applicable charges, and add comments 
  • Enters manual orders at an accuracy of 98% & above 
  • Recognizes and alerts account planners for rush orders, inactive skus, revisions, new ship to addresses 
  • Prioritizes daily orders in order of importance and shipment dates to ensure adequate lead time 
  • Fax confirmations to customers within 24 hours of receipt 
  • Enters and revises transshipments. Communicates receipt and provides the Sales & PO # to appropriate plant 
  • Runs Checkpoint for CS7 (transshipments) and analysis orders on hold. Discusses problematic orders to be rectified 
  • Distributes fax and EDI orders to appropriate account planners 
  • Update "PO Status" and moves the order to a "ship confirm" for 3PL 
  • Maintain & Updates several spreadsheet for CS dep 
  • Assist CS Dept with customers’ Orders by deleting, revising quantities and entering shipping instructions



The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.


  • Manufacturing Industry Customer Relationship interface and service experience is required
  • Two-year degree or significant experience required in area of discipline, Bachelor's Degree a significant plus
  • Advanced Excel skills, MS Word and JD Edwards
  • Other ERP/MRP system experience acceptable
  • Plant Capability knowledge Customer Knowledge (people and process)
  • Relocation Assistance is not available with this position

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