Customer Relations Representative

Libbey, Inc is the leading producer of glass tableware products in the Western Hemisphere and one of the largest glass tableware manufacturers in the world. It designs and markets an extensive line of high-quality glass tableware, ceramic dinnerware, metal flatware, hollowware and serveware items to a broad group of customers in the foodservice, retail, and business-to-business markets in over 100 countries.

Libbey is hiring a full time Customer Relations Representative to provide superior customer service and order management service to our customers within different trade areas. The Customer Relations Representative will be expected to proactively provide customers with all pertinent information related to their order status, including shipping, inventory, credit and pricing.

* Perform all order management activities, including editing and expediting orders, resolving pricing discrepancies, assigning carriers and preparing orders for shipping * Manage the made-to-order process, including artwork requests, new item setup, and product forecasting. * Perform shipping, inventory and manufacturing verifications * Maintain ongoing interface with Deduction Management, Credit, Pricing, New Product Development, Knowledge Management, National Fulfillment Center (NFC), Logistics and Sales Departments * Provide prompt telephone and email response to all incoming customer requests * Manage customer price inquiries, including entering price requests into the JDE system (or other appropriate means approved by the Pricing Department) * Proactively provide customers with all necessary status reports including, order confirmations, backorder and inventory reports * Set up new customer accounts * Handle customer complaints effectively, courteously and expeditiously * Identify quick response needs, and exercise good judgment in ensuring customer needs are met – this will involve knowledge of Libbey’s customer base and internal organization structures * Ability to navigate the JDE order management system, and to learn new program applications as required with training

* Associate's Degree required, Bachelor's Degree desired * Previous sales and customer experience * Superior telephone communication and computer skills * Ability to work an off-shift as required, to provide national time zone coverage