Job description
At Chase Plastics, we?re real people providing real solutions. As one of the Top 10 plastics distributors in the U.S., we strive every day to provide outrageous customer service to our valued customers throughout the U.S., Canada and Mexico. Our customers are shaping the world by making life-changing - and in many cases, life-saving - products in the medical, automotive, aerospace and industrial markets (among many others). We help them take their products from resin to reality by providing more than 18,000 specialty, engineering and commodity thermoplastics from some of the world?s leading suppliers and getting the right product(s) to them, when and where they need it.
Chase Plastics is proud to be recognized as one of the Best Places to Work in the industry by Plastics News (2022, 2018 and 2016 respectively) as voted by our employees. Some of the benefits our employees enjoy include:
Competitive wages and bonus program
Generous healthcare benefits including Health, Dental, Vision, Life, Disability Insurance and Flexible Spending Accounts
401(k) match program
Paid time off, holidays and paid volunteer day
Training program to support new hires
Ongoing professional and leadership development opportunities
Work hard, play hard company mentality
Fun employee engagement activities such as cornhole tournaments, family picnics, Tiger ticket giveaways, Halloween Wars, jeans Fridays, etc.
PRIMARY PURPOSE OF POSITION
To interact with customers, suppliers and sales (both in English and Spanish language) concerning sales orders and shipments in accordance with the Company?s objectives. Devote full time to the business and affairs of Chase Plastic de Mexico., and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Responsible for providing friendly, high-quality service to all customers through the effective management of responsibilities assigned to you. This would include receive, investigate and respond to all customer and sales staff inquiries regarding CPdM orders, status of shipments, product information, availability of inventory, logistical challenges, coordination of international shipping documents and complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES
*This is a 9am-6pm shift* Must be fluent in Spanish*
- Bilingual Spanish skills both written and spoken with business fluency.
- Ability to learn and develop the understanding of cultural differences within the various countries in Latin America and be able to apply that knowledge when servicing customers in that region.
- Responsible for becoming familiar with all products; learn the product line and specifics of each account.
- Serve as a customer advocate within the company to ensure total customer satisfaction.
- Responsible for high level organization and follow-up skills to ensure orders and inquiries are met with a sense of urgency.
- Adhere to the 2-hour call back policy for all inquiries.
- Responsible for maintaining Quality Customer Service in accordance with Company Core Values (Core Ideology = Purpose + Core Values) and drive total adherence to the CPS/CPdM Core Values throughout the entire team.
- Responsible for being a visionary for the department to drive excellence and continuous improvement. Utilize big picture thinking and independence to take the team to the next level.
- Develop and maintain positive relationship with customers to ensure sales success in Mexico/Latin America.
- Responsible for continuous improvement and Lean Idea generation for CPdM business unit.
- Maintain, manage, and follow detailed work instructions and training guides for all CPdM processes within Customer Service, Logistics, Sales Productivity, Purchasing and Credit departments, act as the supply chain expert for international shipments into Latin America.
- Responsible to ensure orders are entered, procured, shipped, and invoiced in the time parameters expected for Latin American through CPdM business unit.
- Includes SO entry/customer web portal management/Management of orders tracking/ /Logistical arrangements/Invoice generation/UHY Accounting relationship management/coordination with Credit Specialists and warehouse for speed and consistency of service.
- Ensure follow-through on orders from first contact to delivery to provide outrageous service.
- Be a customer and CPdM Company advocate to ensure risk mitigation using outstanding follow-up and communication skills to drive and influence change across customers, suppliers, sales, and internal departments.
- Proactively coordinate the planning, organization, and communication for all international sales orders to ensure OTD (on-time delivery) to meet and exceed customer expectations.
- Report CPdM business metrics and performance including trends and analysis for continuous improvement.
- Drive proactive continuous improvement for logistical challenges to ensure resolution and risk mitigation to ensure on-time delivery for international shipments. Includes but not limited to warehouse relationship management.
- Inventory Management - Lead activities to promote proactive management of inventory both stock levels and turns. Includes but not limited to management or blanket PO?s to balance both stock-outs and aged inventory.
- Champion all customer complaints for Latin America and utilize the CPS/CPdM QPAs process as defined by the detailed work instructions.
- Manage and ensure follow-up on Annual Customer Satisfaction Survey and drive improvement throughout the collective Latin American team.
- Manage CPdM OneNote Resource Binder to ensure it is an effective tool for all interested parties and departments.
- Ensure SWOT analysis is completed and reviewed on a quarterly basis for Chase Plastics de Mexico and identified action items are documented.
- Represent CPdM on selected committees or teams or in meetings.
- Responsible for office closing and lock up procedures for the Clarkston Office
- Perform and manage special projects as determined by the Operations Manager or Customer Fulfillment Manager.
- Travel with Account Managers as deemed by your manager and attend required trade shows as needed.
- Focus on noted areas of improvement in your prior year Catalytic Coaching session. Implement the development recommendations discussed as well as your own areas that you?ve internally identified.
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