Customer Service Representative

Customer Service Representative

The Customer Service Representative is involved in all facets of customer interaction and order processing and serves as the first point of customer contact. The primary responsibility is to create a positive experience for every customer by diligently and timely responding to all inquiries. 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: Supervisor, Customer Service

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 Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State ban/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 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 customer's needs and identifying sales opportunities
• Identifying leads for new long-term sales opportunities
• Develop accounts by checking customer's 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 ecommerce 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

Compensation & Benefits

Eco-Products offers a competitive wage and outstanding benefits package to eligible employees. The benefits include medical, dental, and vision coverage, life and disability insurance, sick and vacation paid leave, wellness incentive program, holiday pay, 401(k) with Company contribution, and an alternative transportation incentive program.

What You'll Get From Us

Benefits

With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

Community Engagement

At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

Training and Development

We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through MyLearning. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company's application process should contact View email address on click.appcast.io.

Formerly Pactiv Evergreen