What are the responsibilities and job description for the Customer Support Representative II position at Shorr Packaging Corporation?
Together, We Own it! Start your employee owner journey with Shorr Packaging.
The Custom Support Representative II provides a positive brand experience for existing and potential customers as a key liaison between Shorr and our valued customers. Through close collaboration with a variety of internal and external stakeholders, this individual ensures that our business and sales strategies are executed through daily interactions with our customers.
The Customer Support Representative II is critical to Shorr’s success as they are a front-line resource for our customers and can greatly impact customer experience, retention, and loyalty.
Responsibilities
- Handle customer inquiries on product, price, and lead-time with a drive for first contact resolution.
- Research new items and product substitutions to ensure smooth customer experience.
- Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions
- Manage customer cases in Sxe and CRM systems ensuring timely resolution
- Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
- Create and maintain customer profiles and account notes in Sxe and CRM
- Monitor customer-owned and slow-moving inventory levels in coordination with sales to ensure billing and shipment is on track.
- Work with sales and customer to upsell, cross-sell, and move E&O inventory.
- Problem Resolution:
- Investigate and resolve customer complaints while capturing details in Shorr’s CRM system.
- Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
- Investigate customer inquiries and provide solutions in a timely manner.
- Monitor internal reports to ensure customer deliverables are met.
- Price Management & Quote Support:
- Set up and maintain price records at the direction of sales team.
- Monitor product margin fluctuations and alert sales team to fluctuations.
- Process quotes in SQM when support is needed from Account Executive.
- Other duties may be assigned.
Shorr Packaging does not provide work authorization sponsorship for this position.
Requirements
- Associates Degree or equivalent experience required
- 2 years of previous work experience in a Business to Business (B2B) customer support related role.
- Experience in the packaging or related industry is preferred
- Experience with MS Word, Excel and Outlook.
- Passion for being a Shorr brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment.
- Demonstrated customer-focused problem solver with strong desire for accountability.
- Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
- Ability to collaborate cross-functionally by communicating critical details to enhance customer experience.
- Strong time-management with ability to effectively prioritize multiple requests and pressures.
- Knowledge of ERP, CRM, and ecommerce platforms.
- Prior experience using MS Outlook, Word, and Excel.
Benefits
- Employee Stock Ownership Plan (ESOP) - Together, We Own It!
- Comprehensive Employee Benefits: Explore Shorr Benefits
- Competitive hourly rate plus targeted annual bonus plan
- 401K plan plus matching
- Team based Employee Owner company culture
Shorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.
