Customer Support Representative II – National Accounts

Shorr Packaging Corp. is seeking a Customer Support Representative II – National Accounts to join their National Accounts Team. This role is crucial for ensuring a positive customer experience by managing orders, resolving inquiries, and collaborating with internal and external stakeholders.

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)
• 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
• 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
• Associates or higher degree preferred
• Intermediate level Microsoft Excel- manipulation of data, formulas and reporting is preferred