<p>The Customer Service Rep II will respond to local, national and international customer needs for tissue products/services in a courteous and efficient manner.</p> <p>The Customer Service Rep II will:</p> <ul> <li>Work closely with Inventory Analysts to fulfill incoming order requests for our Private Label and OEM customers via phone and email. </li><li>Receives and documents incoming calls for product orders from new and existing customers and completes data entry on CTMS, OMS, PO Manager, BMS and Heads Up system accurately. </li><li>Engages customers with exceptional product and service knowledge. </li><li>Act as a liaison between customers, quality control, inventory management team, and distribution for order shipment inquiries or requests. </li><li>Be able to direct contract and inventory inquiries to the proper internal departments. </li><li>Follows up on past shipments utilizing the FedEx Tracking tool to ensure timely delivery. </li><li>Receives customer returns and transfers. </li><li>Notes inventory needs from PL and OEM customers to inventory analysts. </li><li>Represents CTS at professional meetings and assists Sales Representatives and Independent Contractors when needed. </li><li>Maintains a strong understanding of regulatory standards. </li><li>Assists in creating department strategies and goals. </li><li>Assists in training and developing new or existing employees. </li><li>Responsible for on call/after hour emergencies pertaining to branch and local customers ordering. </li><li>Meet KPI's set by management. </li><li>Performs other duties as assigned. </li></ul> <p>EDUCATION and/or EXPERIENCE</p> <ul> <li>High School diploma or equivalent. </li><li>2 years of experience in Customer Service, Distribution and Team Leadership or equivalent. </li></ul> <p>WORK ENVIRONMENT and PHYSICAL ACTIVITIES</p> <ul> <li>Must possess a valid driver's license and be considered insurable by CBC/CTS insurance provider. </li><li>Must be able to meet the required physical demands with or without reasonable accommodation. </li></ul>