Customer Service & E-Commerce Associate

Job Description

For over three decades, Eco-Products has been providing customers with better choices by producing foodservice packaging and paper products made from renewable resources and recycled content. Our products are made with materials that are gentler on the planet, and we continually strive to drive innovation in our field in all areas of sustainability. Our goal is to build a vibrant business on sustainable business practices, serving as an example to others and leading change in our industry and local communities wherever we operate.

Summary of Position

The Customer Service & E-Commerce Associate is involved in all facets of customer interactions and order processing, serving as the first point of contact for customers. The primary responsibility is to create a positive experience for every customer by responding to all inquiries diligently and promptly. Equally important, the CSR will perform order-related activities such as order entry from various sources, customer sales support, full life-cycle order management, specific account creation and management, and occasional coverage for team members out of office. The CSR will assist with other customer service functions and sales support activities as requested. The ideal candidate is a strong and confident self-starter who desires to be part of a small but fast-paced, dynamic, and unique team.

Reports To: Customer Service Supervisor

Essential Duties/Responsibilities

• Purchase Order and customer account management; processing orders and invoices with accuracy, developing rapport and ownership with key accounts/contacts
• Perform accurate and ongoing audits of orders
• Complete assigned tasks and projects
• Creatively resolve customer inquiries, concerns, and answer questions by email and occasionally by phone
• Ability to collaborate with multiple teams on projects to maintain daily operations
• Become an expert on the Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State bans/restrictions
• Research and resolve order issues in conjunction with our Logistics and Accounting departments
• Create and manage RMA's and request Credit memos
• Follow tax compliance procedures as they relate to Tax Exempt customers
• Understand and assist in maintaining the team SOP library
• Participate in other as-needed customer service and sales support activities
• Commitment to Excellence, strives to set exceptional performance standards for all tasks
• Understanding customers' needs and identifying sales opportunities
• Identifying leads for new long-term sales opportunities
• Develop accounts by checking customers' buying history, suggesting related and new items

Qualifications: Experience, Competencies and Education

Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple e-commerce portals

Desired Education Level: BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience

Outstanding customer service ethic with a strong sense of urgency

Assertive in seeking answers to questions and willingness to respond to customers inquiries

Independently take initiative to solve problems and deliver results

Ability to clearly, accurately and appropriately communicate with customers by email/phone

Exceptional time management skills and prioritization skills

Excellent problem-solving skills and ability to apply common sense

Effective interpersonal skills and relationship-building skills

Ability to work independently and collaboratively to achieve goals

Ability to multi-task in a fast-paced environment with high degree of accuracy

Ability to handle and process confidential information

Work Environment

Fast-paced, multi-tasking with some level of distractions

Customer-oriented environment

Full-time, non-exempt position: Business hours are Monday Friday, 8:00 am 5:00 pm

Additional Responsibilities

The above is intended to describe the general requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The omission of a specific statement of duties does not exclude them from the position.