Note: The job is a remote job and is open to candidates in USA. Shorr Packaging Corp. is seeking a Customer Support Representative II – National Accounts to join their National Accounts Team. This role is crucial for ensuring a positive customer experience by managing orders, resolving inquiries, and collaborating with internal and external stakeholders.
Responsibilities
- Manage orders including products, quantity, cost, resale, freight terms and requested delivery timing while driving for first contact resolution
- Monitor internal reports to ensure customer deliverables are obtained
- Investigate customer requests for returns and coordinate credits and/or replacement product(s)
- Investigate and resolve all customer inquiries while capturing details in Shorr’s CRM system
- Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction
- Manage time and multitask in order to handle multiple responsibilities
- Ensure the customer’s demands are met with a focus on improving the customer experience
- Build credibility and trust with Shorr Select customers
- Manage customer cases in SX.e and CRM systems ensuring timely resolution
- Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction
- Create and maintain customer files/profiles and account notes in SX.e and CRM
- Ability to collaborate cross-functionally by communicating critical details to enhance customer experience
- Set up and maintain price records at the direction of sales team
- Other duties may be assigned
Skills
- High school diploma or general education degree (GED)
- 3+ years Customer Service or Client Services related experience and/or training
- Passion for being a Shorr Select brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment
- Demonstrated customer-focused problem solver with strong desire for accountability
- Excellent communication (verbal and written) skills with ability to handle conflict resolution
- Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change
- Knowledge of logistics, including carriers, shipping policies and procedures
- Superior organizational skills and strong attention to detail required
- Strong time-management with ability to effectively prioritize multiple requests and pressures
- Proven ability to deliver measurable results
- Knowledge of ERP, CRM, and ecommerce platforms such as SX.e; Salesforce
- Prior experience using MS Outlook, Word, and Excel
- Ability to work hybrid/remote in a team setting
- Ability to work a scheduled shift of 10:00 AM to 7:00 PM or 11:00 AM to 8:00 PM local time, as determined by business needs
- Associates or higher degree preferred
- Intermediate level Microsoft Excel- manipulation of data, formulas and reporting is preferred
Benefits
- Employee Stock Ownership Plan (ESOP) - Together, We Own It!
- Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages
- Generous PTO with vacation, sick and floating holidays.
- 401K plan plus matching
- Team based Employee Owner company culture
Company Overview