Customer Support Representative II

Description

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

Benefits

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.