Customer Service Specialist

We are looking for a customer-oriented service representative. A Customer Service representative, or CSR, will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Process purchase orders.
• Process billing.
• Record and distribute customer order changes.
• Fax/e-mail confirmations to customers.
• Source various materials such as labels, foam, plastic parts, films, tape, wood, etc. used in conjunction with the corrugated package.
• Place orders on a timely basis for purchases of materials and supplies to be used in production.
• Follow-up on customer specifications regarding particular orders.
• Process new items; build and maintain Specs with special attention to Machines, Style Codes, Board grades and Flutes.
• Develop ability in pricing items using Quote History.
• Coordinate accounting credits.
• Assist in generating supplemental sales to customers in discussions and/or emails.
• Track warehouse items to ensure availability and that agreed upon minimum/maximum levels are followed. Analyze monthly usages and re-stocking per customer..
• Additional duties within the scope of the Customer Service Representative position may be assigned by management to meet the needs of the business.

EDUCATION and/or EXPERIENCE

High school diploma or GED, or equivalent diploma.

Candidates are PREFERRED who offer the following:

• Experience working in a manufacturing environment
• Computer data-entry experience
• Experience in the corrugated box industry

SKILLS

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)

Work Location: In person