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Posting Start Date: Nov 16, 2021

Location: Eau Claire, WI, US

Company: Cascades

Your challenge!

Reporting to the Customer Service Supervisor, the  CSR's mission is to ensure that all incoming calls, emails and orders are handled quickly and efficiently integrated into daily operations to ensure exceptional customer service. You are responsible for entering orders and documenting customer records in accordance with established procedures, rules and standards.

Individual responsibilities




  • Ensure fast and efficient handling of the need or order so as to satisfy the customer or supplier
  • Follow up on the order or need, from handling to delivery or conclusion




  • Perform real-time order entry and apply customer service procedures and standards
  • Create and maintain professional relationships with your customers and business partners
  • Solve any issues, manage complaints and inquiries, escalate to your supervisor or inform stakeholders when necessary
  • Establish the level of an order or break down orders or needs in accordance with business rules
  • Validate the status of orders or material supplies and communicate it to customers or suppliers
  • Place orders according to customer consignment and replenishment inventory levels
  • Apply discounts and surcharges as required
  • Inform stakeholders in cases of changes in orders or material supplies in relation to the production order status
  • Ensure the accuracy of prices and order data, or customer or supplier material supply in the system
  • Update customer on inventory status, delivery dates and other specific material order or supply requirements.
  • Manage backorder processing, in accordance with guidelines

Experiences and strengths


  • DEC (college diploma) in administration and/or operations management or equivalent experience
  • 2 to 5 years of relevant experience in a manufacturing sector
  • Proficiency with various computer tools including Microsoft Office and SAP
  • Ability to act and react quickly while working on a number of files at the same time
  • Collaborative spirit needed to work closely with all team members
  • Customer-centric approach and excellent communication and listening skills
  • Ability to work independently and adapt quickly and a high level of agility 
  • Develop a deep understanding of the operational context, customer businesses and Cascades' value proposition
  • Ability to multi-task and provide multi-service support (phone, email, online systems)

Benefits of Working at Cascades


  • Excellent company-paid benefits
  • Weekly payroll
  • Working with a dedicated and passionate team of leaders
  • Strong Company Culture
  • Profit sharing and 401K Options
  • Working for a company with a strong focus on sustainability and greener initiatives
  • Huge Career Advancement Opportunities
  • PPE Allowance

Core competencies defined for this job

Flexibility and ability to adapt
Active listening
Action-based focus

#revealyourpotential #LifeAtCascades
Cascades believes in the success of an inclusive organization that values diversity within its team. It will fairly consider all those qualified for this position. The use of the masculine in our communication refers to both women and men.


About Cascades

Being part of Cascades means revealing the full potential of matter, people and ideas. We are a source of possibilities. Since 1964, we have been offering sustainable, innovative and value-creating solutions in terms of packaging, hygiene and recovery.
Join 12,000 women and men working in a network of more that 90 business units located in North America and Europe

Nearest Major Market: Eau Claire

Job Segment: Customer Service Representative, ERP, Payroll, Supply, SAP, Customer Service, Technology, Finance, Operations