Customer Support Representative II – National Accounts

Customer Support Representative II – National Accounts

Together, We Own it! Start your employee owner journey with Shorr Packaging.

Shorr Packaging is seeking a Customer Support Representative II – National Accounts to join our National Accounts Team. At Shorr, our Customer Support Representative II – National Accounts are critical to the success of our business!

As part of the Shorr Select Team, this individual will be the liaison between Shorr and our valued customers to ensure a positive experience every time. Through close collaboration with a variety of internal and external stakeholders, this individual will ensure that our business and sales strategies are executed at a very high level. The Customer Support Representative II – National Accounts is critical to Shorr’s success as they are the frontline resource for our customers and can greatly impact the customer experience, retention, and loyalty.

Responsibilities

• Manage orders including products, quantity, cost, resale, freight terms and requested delivery timing while driving for first contact resolution.
• Monitor internal reports to ensure customer deliverables are obtained.
• Investigate customer requests for returns and coordinate credits and/or replacement product(s)
• Investigate and resolve all customer inquiries while capturing details in Shorr’s CRM system.
• Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
• Manage time and multitask in order to handle multiple responsibilities.
• Ensure the customer’s demands are met with a focus on improving the customer experience.
• Build credibility and trust with Shorr Select customers.
• Manage customer cases in SX.e 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 files/profiles and account notes in SX.e and CRM.
• Ability to collaborate cross-functionally by communicating critical details to enhance customer experience.
• Set up and maintain price records at the direction of sales team.
• Other duties may be assigned.

Requirements

• High school diploma or general education degree (GED), Associates or higher degree preferred.
• 3+ years Customer Service or Client Services related experience and/or training.
• Passion for being a Shorr Select 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.
• Excellent communication (verbal and written) skills with ability to handle conflict resolution.
• Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
• Knowledge of logistics, including carriers, shipping policies and procedures.
• Superior organizational skills and strong attention to detail required.
• Strong time-management with ability to effectively prioritize multiple requests and pressures.
• Proven ability to deliver measurable results.
• Knowledge of ERP, CRM, and ecommerce platforms such as SX.e; Salesforce.
• Prior experience using MS Outlook, Word, and Excel. Intermediate level Microsoft Excel - manipulation of data, formulas and reporting is preferred.
• Ability to work hybrid/remote in a team setting.
• Ability to work a scheduled shift of 10:00 AM to 7:00 PM or 11:00 AM to 8:00 PM local time, as determined by business needs.

Compensation

The base pay range for this role is $27 – $29 per hour.

Shorr Packaging does not provide work authorization sponsorship for this position.

Shorr Benefits

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Medical, dental, vision and other insurance coverages.
• Generous PTO with vacation, sick and floating holidays.
• 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.

Key skills/competency

• Customer Service
• Account Management
• Order Management
• CRM Systems
• ERP Systems
• Problem Solving
• Communication Skills
• Time Management
• Attention to Detail
• Logistics Knowledge