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Customer Service II Job Description/Posting:
Sustainability, plastic pollution, and climate change have never been more at the forefront of our world as they are today.
At Ranpak, sustainability has been in our DNA since our founding in 1972. Ranpak’s goal then was to create the first environmentally responsible system to protect products during shipment and today, our mission remains the same: To deliver sustainable packaging solutions that help improve supply chain performance and costs, reduce environmental impact, and support a variety of growing business needs globally. The development and improvement of materials, technologies (such as automation) and total solution systems have earned Ranpak a reputation as an innovative leader in eCommerce and industrial supply chain solutions.
Ranpak’s customers span across a variety of industries including automotive parts, electronics, eCommerce, machinery, and home goods. Our customers include Amazon, IKEA, Sephora, Misfit Market and BMW.
Ranpak’s corporate headquarters are in Concord Township, Ohio with European and Asia Pacific headquarters in Eygelshoven, the Netherlands and Singapore City, Singapore, respectively. Additionally, a new state-of-the-art building opened in Shelton, CT.
Ranpak Holdings Corp. is a New York Stock Exchange listed company (NYSE: PACK).
Summary
The Customer Service II will deliver world class Customer Service via phone, e-mail, and online to our existing customer base. They will be responsible for reviewing and releasing sales orders after the Customer Service I representative enters them into the ERP system (SAP). This role is also responsible for trouble shooting and is first in line to handle escalations. This role will interact with Production Planners, Plant Managers, Shipping Clerks, Logistics, Quality, Accounting and Sales daily. If there are any issues that arise with an order this will be the main point of contact for the customer and the internal salesforce.
Essential Duties & Responsibilities
- Manage sales order activity including, but not limited to, releasing sales orders, customer backorders and substitutes, product change requests, pricing discrepancies, and customer complaints/escalations
- Build and maintain business relationship with customers
- Identify customer trends and challenges to help develop new customer opportunities
- Assist management in ensuring department performance goals are met
- Work closely with Management, Production, Shipping, Quality, and Finance teams
- Adhere to all procedures, guidelines, and policies in all daily activities
- Perform and participate in sales document audits
- Assign and manage tickets/emails coming in from internal and external customers
- Assist Customer Service Manager with training for new hires and continued education for existing representatives
- Complete additional projects assigned by leadership
Qualifications
- Bachelor’s degree preferred
- Experience working with ERP systems; SAP experience preferred
- Superior problem solving/decision making skills and time management skills
- Ability to collaborate and work well with others
- Prior Customer Service or Customer Relationship Management experience
- Excellent verbal and written communication skills
- Accurate and precise, with a keen eye for detail
- Ability to work independently and manage multiple tasks/priorities
- Adaptable to change
- Ability to understand and follow policy and procedure guidelines
- The physical demand of this job is being able to sit in front of a computer for long period of time
EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
