Customer Service Specialist

DEPARTMENT: Customer Care

REPORTS TO: Customer Care Manager/Supervisor

POSITION DESCRIPTION:

The Customer Care Specialist the first point of contact for customers who have questions or issues with the company's products or services, they will deliver world class customer service via phone, e-mail, and online to our existing and future customer base. They will ensure that all purchase orders received from customers are processed in a timely manner. They are also responsible for providing timely responses to inquiries from customers and our internal salesforces. As a Customer Care Specialist, you will be assigned to handle a larger group of customers, many of whom will be determined to be of a more transactional nature, and simply requiring accurate order processing and post order issue resolution support as well as will be responsible for all activities of assigned accounts in support of the overall goals, objectives, mission and vision of the organization.

RESPONSIBILITIES:

• Quickly answer incoming customer inquiries through phone calls and emails.
• Process large quantities of customer purchase orders accurately and efficiently within X hours of receipt.
• Efficiently gather information internally and externally to provide timely information to customers regarding order statuses and other general inquiries by listening to customer concerns and answering questions about the company, products, or services.
• Recommend alternate products based on cost, availability or specifications.
• Work cross functionally with other departments to provide excellent customer service.
• Provide and collect completed forms, explain processes, and provide direction when helping customers resolve issues/complaints.
• Directing customers to the correct department/location or supervisor when applicable and maintaining the customer was responded too accordingly.
• Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
• Responsible for timely and accurate order entry.
• Maintaining accurate records of customer interactions in email, ERP, Salesforce and other tools.
• Receive and process inquiries, customer orders, changes and customer requests.
• Provide customers with pricing and delivery information.
• Review open order and shipping reports and release order for shipping.
• Manage time effectively, meet personal goals and work effectively with other members of the team.
• Adhere to all procedures, guidelines, and policies in all daily activities.
• Performing all other duties as assigned.

POSITION REQUIREMENTS:

• High school diploma or GED required
• 2–4-year college degree preferred
• Experience in a manufacturing environment beneficial
• Proficiency using computers, Microsoft Office, ERP systems and Sales Force
• Strong critical thinking and problem-solving skills
• Excellent communication, organization and time management skills
• Strong aptitude to serve customer needs and ability to work with outside/inside sales reps
• Ability to prioritize, multitask and work in a very fast paced environment
• Proven team player and a sharp focus on customer service and satisfaction
• Ability to successfully work both collaboratively and autonomously
• A high level of trustworthiness and the ability to achieve integrity on all levels
• Detail orientated with a high focus on accuracy
• Propensity for problem solving and continuous improvement
• Self-motivated, self-disciplined and self-directed
• Maintain a professional, polite and courteous team approach working in a team environment
• Positive attitude and strong work ethic

RESPONSIBILITIES:

• Safety Responsibilities:

• Supports a culture where employees address unsafe conditions and behaviors, make suggestions for improvements, and actively participates in implementing solutions
• Identifies safety gaps and self-initiates corrective actions
• Strictly adheres to plant safety, housekeeping, and 5S efforts
• Understands, identifies, and corrects safety hazards
• Drives a culture which empowers employees to understand and embrace what they own
  • Food Safety Responsibilities:
• Monitors and verifies activities to ensure that finished goods and raw materials are coming in and out of the facility meet consumer safety and quality standards.
• Complies with all company food safety and quality assurance procedures
• Reports any product or process failures that could impact food safety of manufactured products to the location’s Food Safety Team Leader and submits an appropriate incident report

Physical Requirements:

This job operates primarily in an office setting. While performing the duties, the employee will be required to sit and/or stand, talk or hear, both in person and by telephone; use hands, fingers and arms feel objects or controls, reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. May be required to stoop, kneel, bend, crouch and lift up to 25 pounds. May need to walk varying distances and climb stairs.

About MRP:

MRP Solutions (MRP), a plastic cap manufacturer, is a leading provider of high-quality, injection molded plastic closures, jars and packaging components used every day by millions of consumers around the globe. But we offer more than just plastic caps and lids – we deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence.

MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity. By constantly innovating, MRP enables our customers to grow, making us a preferred partner.

We are passionate about partnering with distributors and manufacturers who understand that plastic caps and lids are a small but important part of how people experience their brands. Together, we deliver packaging with purpose.

Our Vision:

We deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence.

By constantly innovating, MRP enables our customers to grow, making us a preferred partner.

Our Values & Beliefs

• Integrity – We have the courage to act with the highest level of integrity, even when no one is watching. We do what is right 100% of the time.
• Value Creation – The sole reason a company exists is to create real long-term value for society. This starts with ensuring human safety, as value cannot be created without first protecting human life. We seek opportunities for mutual benefit with all of our stakeholders, including customers, employees, shareholders, suppliers, and the communities in which we operate. In everything we do, our overarching goal is to deliver superior results..
• Accountability - We are accountable to each other and to our stakeholders. We say what we do and do what we say. We embrace a culture of ownership, empowering and equipping employees with the ability to own their outcomes.
• Entrepreneurial - Everyone thinks and acts like owners, employing good economic and critical thinking skills while adopting the risk profile of our shareholders. We are inquisitive, constantly seeking out opportunities to improve, actively searching for and innovating across each and every aspect of our business. We relentlessly strive to understand and profitably anticipate what our customers need and value, because if our customers do not grow, we do not grow.
• Respectful and Friendly – Everyone deserves to be treated with respect and dignity. Because everyone's perspective has value, we embrace diversity of thought, background and experiences. We are friendly and lead with a smile. What we do is important, but how we do it is what makes it impactful.
• Change - We actively seek out and embrace change wherever profitable. Because society is constantly identifying and employing new and better ways of accomplishing tasks, we must constantly innovate, reinvent and, ultimately, destroy the old ways of doing business. We actively engage in rigorous debate and embrace challenge to ensure we stay relevant and deliver superior results.
• Fulfillment – Our employees are the foundation of our success. We foster an environment enabling our employees to learn, grow and accept more accountability as they demonstrate capability. We promote more than just individual connection as community at work brings people together through common interest, objectives or experiences.

MRP Solutions is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, color, religion, sex (including sexual orientation, gender identity or expression, transgender status), national origin, age, disability, medical condition, marital or protected veteran status or any other basis or characteristic prohibited by applicable federal, state, or local law. Consistent with the obligations of state and federal law, MRP Solutions will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources