Customer Support Representative

SIPA North America is a global leader in PET packaging solutions. We are dedicated to strengthening our market presence through cutting-edge innovation in injection and blow molds . Our mission is simple but ambitious: provide high-quality, sustainable solutions while fostering a culture of excellence and global collaboration.

The Customer Service Representative (CSR) works closely with the Supply Chain Manager and Service Area Manager, supporting the company's internal and external customers throughout North and South America, as well as globally when required with competent and efficient access to required information regarding order and stock status, special quotes, ordering processing, order receiving, customer returns and utilization of Company tools. Customer Service Representatives embrace the Company's ways and values, anticipate customer’s needs, investigate alternatives when issues arise, and proactively work to ensure customer satisfaction through the total order fulfillment process and assist in generation of incremental sales through the promotion of Company products and services. Being the first contact with customers, the Customer Service Representative presentation of themselves and the Company is critical to professional, efficient and above-average customer service experience for our customers.

ESSENTIAL FUNCTIONS: Including, but not limited, to:

• Primary contact for internal and external customers.
• Spare parts experience a plus.
• Provide 'one call' resolution to all phone and email contacts.
• Create and maintain quality, trusted relationships to retain customers.
• Handle order fulfillment from start to finish.
• Processing orders and entering relevant data into ERP system in a timely and efficient manner while meeting or exceeding quality metrics and customer expectations.
• Providing pricing and product availability inquiries.
• Processing requests for returns.
• Gathering a variety of information so as to develop, recommend and implement solutions to better service the Company's customers.
• Accurately document all information and contact with customers and keep detailed records.
• Applying departmental policies and procedures to resolve complex situations.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships and help ensure replacement and increased business.
• Available to be on call after normal working hours during the week and on weekends per rotational; can stay until the Job is done and not afraid to do whatever the task at hand to get things done.
• Prepare reports on turn-around times and sales order analysis.
• Keep records of all incoming/outgoing shipments.
• May sometimes need to prepare items for shipment including wrapping or packing the goods in shipping containers.
• Prepare shipping documents and mailing labels with Oracle based inventory management software, UPS, DHL or FedEx online.
• Capability of meeting deadlines and target dates.
• Must be assertive, self-motivated, work independently.
• Strong organizational as well as verbal and written communication skills required.
• Use of available systems, technical resources etc., to troubleshoot customer questions.
• Pro-active approach to the fulfillment of customer needs and requirements.
• Capable of lifting 30 pounds if necessary.
• Other duties as assigned.

Qualifications

• 3+ Years relevant experience or combination of degree and experience.
• Preferably 3+ years working experience.

Required Skills

• Organized.
• Prepared to work late until the job is done.
• Previous experience with spare parts.
• Experience with an ERP, email and MS Office products.
• MS Excel skills.

SIPA North America is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.