Customer Experience Associate

WHY MILLCRAFT
At Millcraft, we're more than a business, we're a family. For over 100 years, we've been proud to serve the paper, packaging, and graphic arts industries, guided by our values of Family, Passion, Aspire, Responsible, and Deliver. We care deeply about our people, our customers, and our communities, and we believe in creating a place where you can grow, belong, and make a real difference. Come join us and be part of something truly special.


THE DIFFERENCE YOU WILL MAKE
Millcraft Paper Company is seeking a highly motivated and customer-centric individual to join our team as a Customer Experience Associate in the Paper & Forest Products industry. Reporting to the Customer Experience Manager, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction with our products and services by providing timely and accurate information. You will serve as the main point of contact for all customer inquiries, complaints, and product support. Additionally, you will contribute to the development and improvement of customer experience strategies, processes, and policies to enhance overall customer satisfaction and loyalty.


CORE FUNCTIONS OF THIS ROLE

• Process customer orders and sales order changes and resolve any issues or discrepancies with order fulfillment
• Respond to all customer inquiries, complaints, and product support requests in a timely manner
• Identify and troubleshoot customer issues, providing appropriate solutions and ensuring resolution
• Proactively engage with customers to understand their needs, preferences, and concerns
• Establish and maintain excellent rapport with internal and external customers and vendors
• Collaborate with cross-functional teams to address customer concerns and improve customer experience
• Follow up with customers to ensure their satisfaction and gather feedback
• Provide product recommendations, information, and upselling opportunities to customers
• Continually build knowledge of products and services
• Participate in team meetings and projects as needed
• Follow all Millcraft policies, procedures, and guidelines as outlined in the employee handbook and departmental SOPs
• Ensure a safe working environment by strictly following all safety protocols and standards including reporting unsafe conditions, near-misses and incidents immediately to your manager
• Demonstrate the Millcraft Core Values (Family, Responsible, Passion, Deliver, Aspire and FUN) in day-to-day work and interactions
• Other duties as assigned

WHAT YOU'LL NEED TO SUCCEED

• Possess a High School diploma or a comparable certification (e.g. GED); some college or degree preferred
• Ability to retrieve products from shelves, warehouse and floor stacks and lift and carry up to 75 lbs, with or without reasonable accommodation
• Effective problem-solving, high customer satisfaction, and efficiency.
• Previous experience in customer service, preferably in specialized products
• Proficient in using ERP (D365) and CRM (Customer Relationship Management) software and customer service tools
• Strong problem-solving and decision-making abilities
• Ability to multitask and prioritize tasks effectively
• Detail-oriented with a strong focus on accuracy and attention to detail
• Strong verbal and written communication skills, with the ability to effectively interact with diverse customers
• Ability to work independently and prioritize tasks effectively in a fast-paced environment

WHAT WINNING LOOKS LIKE

• High Customer Satisfaction Scores (CSI): Consistently receiving positive feedback from customers after interactions, indicating their issue was resolved to their satisfaction and the experience was pleasant.
• High First Contact Resolution (FCR) Rate: Successfully resolving the customer's inquiry or issue entirely during the first interaction, without the need for follow-ups or transfers.
• Order Line Activity (OLA): Consistently maintain at or above average order line activity.
• Positive Net Promoter Scores (NPS): Interactions contribute to the customer's likelihood of recommending the company to others.
• Positive Customer Effort Score (CES): Making the customer's journey as smooth and easy as possible, minimizing the work they have to do to get their issue resolved.

This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. They may change, or new ones may be assigned at any time with or without notice.


WORK ENVIRONMENT:
At the corporate level, the work environment characteristics described herein are generally representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work environment is moderately quiet to moderately noisy. Temperature is moderated by heat in the winter and air conditioning or air circulation methods in the summer.


HOW WE WILL TAKE CARE OF YOU

• Medical, Dental, & Vision
• Generous Time Off Policies
• Profit-Sharing
• Health Savings and Flexible Spending Accounts
• Accident and Critical Illness
• Employee Assistance Program
• Military Leave Pay
• Voluntary Dependent Life Insurance
• Wellness Program
• Company Paid Holidays
• 401k Retirement Savings Plan
• Company paid Short- and Long-Term Disability
• Company Paid Life Insurance
• Voluntary Dependent Life Insurance
• Veteran's Day Pay
• Tuition Reimbursement Program

Don't meet every single requirement? That's okay. At Millcraft, we believe great people come with many different experiences, and if our core values- Family, Passion, Aspire, Responsible, and Deliver -resonate with you, we encourage you to apply. We're always looking for people who think differently, bring new perspectives, and want to grow with us.


Your passion, our purpose-let's make a difference together.

Millcraft Paper Company is an EEO employer. We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status. Millcraft Paper Company complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Millcraft Paper Company.