Customer Care Representative - Saunders Converting Manufacturing

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.

Since 1959, Saunders has been proudly serving our customers with an exceptional level of personalized customer care that just can’t be beat. We specialize in providing our customers with solutions that are tailored to each of their specific needs. Thanks to our innovative and diversified manufacturing team, we can provide die-cutting, laminating, slitting, packaging, assembly, and other manufacturing solutions to our customers at highly competitive industry rates.

We understand that the needs of our customers are constantly evolving. As demands from our customers grew, we knew we needed to evolve ourselves. So, we partnered with R.S. Hughes, which has enabled us to better serve each and every one of our customers. Thanks to this partnership, we can provide our customers with more options for custom-cut materials, furthering our solution finding capabilities.

In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the Saunders/ R.S. Hughes Company, Inc. team!

Position Description

The Customer Care Representative will be responsible for handling a high-volume of phone inquiries from Saunders B2B customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will manage orders to include order entry, backlog management, and leverage all available resources to meet customer expectations while creating a positive customer experience. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Customer Support Representative

• Guide and process customer orders and inquiries in a fast-paced environment using world-class technology.
• Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests.
• Solve customer problems and find best possible solutions.
• Help customers navigate Saunders' website and place orders online.
• Handle complaints within established guidelines and initiate appropriate follow-up and response.
• Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival.
• Assist customers with returned goods; write up returned goods authorizations for returning merchandise.
• Provide knowledgeable answers to questions about products, pricing, and availability.
• Respond to shipping inquiries and answer order status questions.
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
• Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status.
• Coordinates in a timely manner with operations to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests.
• Provide attention to detail while also multitasking to complete the assignments.
• Perform other job duties as assigned.

Education/Certification/Licenses

• High School Diploma or GED equivalent.
• Minimum of 2 years of experience in manufacturing or product based, Business to Business customer service or phone-based support Required.
• Minimum of 1 year experience of data entry required.

Skills That Will Make You Successful

• Must be local market based with full US work eligibility.
• Excellent verbal and written communication skills.
• Excellent data entry skills.
• Results driven.
• Detailed oriented.
• Strong problem-solving skills.
• Ability to work independently with limited supervision.
• Strong computer and organizational skills.

Target Salary Range for this non-exempt role : $23.00 - $26.00 / Hour

This is a Full-Time position, eligible to participate in the Company’s benefit plans including: Paid Time off; major medical, dental, vision; Company paid short-term and long-term disability; paid parental leave; various supplemental benefit plans; and Employee Stock Ownership Program (ESOP).