ePac Flexible Packaging is a rapidly growing company with locations across the United States, Canada, Europe, and Indonesia. Built on break-through digital printing, ePac is at the crossroads of advanced technology and manufacturing. ePac’s mission is to provide locally-based consumer packaged goods companies the ability to compete with large brands with great packaging. Our customers are predominantly locally-based small and medium-sized CPGs, many of whom are focused on creating natural and innovative products for their consumers. Since opening our first manufacturing facility in 2016, our mission has been clear – to help small brands obtain big brand presence, give back to the communities we serve and contribute to the creation of a more sustainable, circular economy. 

SUMMARY OF POSITION

The ePac Customer Solutions Representative has primary responsibility as being the first point of contact for phone calls, emails, chat requests related to customer service needs. In partnership and collaboration with the ePac Inside Sales team, the individual will ensure excellent customer satisfaction by quickly responding and resolving routine customer inquiries, complaints, and problem resolution through timely, accurate and professional follow through. This position reports to the Customer Solutions Manager.

Pay ranges from $20/hour depending on skills and experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

• Receives incoming customer service inquiries via phone call, email, or chat and responds with the resolution of issues in a timely manner in accordance with the guidelines set by the department
• Maintain minimum standards for the department for quality and quantity of calls received
• Build relationships with customers over the phone and through web communication to ensure an outstanding customer experience.
• Completes detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
• Resolves independently or escalates issues affecting customer complaints and issues to the Customer Solutions Manager.
• Follow and support the guidelines set by leadership to ensure overall goals are met
• Communicates trends and suggestions for process improvement related to the customer solutions process to the Customer Solutions Manager.
• Maintain basic understanding of essential aspects of ePac’s workflow, products, and business units to properly manage call flow.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Assist with other projects as assigned. 

JOB KNOWLEDGE, SKILLS & ABILITIES

• Proficient use of a technology stack (CRM Tool-Salesforce, phone application, Chat Service Solution, Google Workspace)

• Commitment to excellence and high standards in written and verbal communication
• Ability to understand and interpret packaging requirements and customer initiatives to ensure more successful customer experience possible.
• Excellent time management and multitasking skills 
• Driven with a sense of urgency
• Adaptable and flexible 
• Great customer service skills and action oriented
• Committed to meeting and exceeding goals 
• Enjoys working with a team and identifying growth opportunities
• Ability to perform diversified clerical and technical support functions
• Ability to effectively communicate through multiple channels of media
• Strong listening and comprehension skills
• Demonstrates empathy while maximizing opportunities to build rapport with the customer

EXPERIENCE AND EDUCATION

• Minimum 2-3 years customer success or inside sales experience 
• Flexible packaging knowledge a plus but not required
• CRM experience required ( Salesforce.com preferred)
• Experience in Google Workspace