Job Overview:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and support external and internal clients while demonstrating the organizational core values and mission.

This is a great opportunity to utilize your communication skills and contribute to our company's success

Duties:

• Upholding a positive and professional representation of Metropak & Impak across all vendor-partner and client interactions.
• Supporting the Director of Strategic Accounts, Strategic Account Coordinator and Sales team; becoming a trusted, invaluable link to maintaining service standards.
• Accommodating account demands in Q4, adjusting core shift to support service needs, occasionally putting in more time across lunch or evenings hours.
• Reviewing and processing in-bound orders and service inquiries.
• Tracking orders and following up to ensure on-time delivery.
• Responding to calls and emails from Client, establishing a rapport with several different points of contact for the account and ensuring each representative receives personalized service, in which they feel they are the only point of contact.
• Investigating order disputes or discrepancies, displaying critical thinking and utilizing documents available to discern best course of action and make recommendations to Director of Strategic Accounts.
• Communicate with customers via phone, email, and chat to address inquiries, resolve issues, and provide information about our products and services.
• Working cross-functionally with Accounting, supporting any research requests related to billing or invoice inquiries in a timely manner.
• Create reports from customer or internal data needed for forecasting and production scheduling while also being able to analyze that report to provide feedback to the Director of Strategic Accounts.
• Proactively drawing awareness to any short-falls in service standards of our partners, ensuring deliverables including reports, process actions and other agreed upon functions are being upheld; working with the Director of Strategic Accounts/Strategic Account Specialist to come to a resolution if service is falling short.
• Invoicing orders on a daily basis, following strict internal protocols to ensure smooth processing on client side.
• Reviewing warehousing partner inventory reports on a bi-weekly/ weekly basis to ensure internal transactions balance.
• Notifying internal team when domestic inventory gets low noting time for inventory reorder.
• Vetting and submitting manufacturing partner and freight forwarder invoices, capturing relevant internal transactions for Accounting; escalating invoices which do not balance to Director of Strategic Accounts for awareness and following through to resolution.
• categorizing and capturing open orders, delivered orders and outstanding receipts to show a squared balance across multiple, internally tracked/ system generated warehouses.
• Special projects as required to support company objectives.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal, negotiation, and conflict resolution skills.

• Excellent organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines. • Strong analytical and problem-solving skills.

• Ability to prioritize tasks.

• Ability to act with integrity, professionalism, and confidentiality.

• Proficient with Microsoft Office Suite, Google Suite, SAP, and other related software. Education and Experience:

• Bachelor’s degree or equivalent work experience

• Previous experience in retail, logistics, hospitality & service industries Physical Requirements:

• Remote work is allowed. Remote work hours will not exceed two days in the employee’s work week and will only begin following the probationary period.

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Must be able to access and navigate each department at the organization’s facilities.

Job Type: Full-time

Pay: $20.00 - $28.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Hybrid work
• Office

Ability to Relocate:

• Richardson, TX 75081: Relocate before starting work (Required)

Work Location: Hybrid remote in Richardson, TX 75081