Customer Experience Representative

1 week ago

Madera, United States Golden West Packaging Group Full time

Who is Golden West Packaging Group?

We are a leading West Coast mill-independent specialty packaging and printing business. We are the people behind the innovative packaging solutions that make it possible for our customers’ products to reach our community – at home, school, work, at play, and everywhere in between.


With 12 manufacturing facilities located in California and Washington state our extensive production capabilities include structural and graphic design, value-added converting, flexographic printing, and lithographic lamination. Our advanced, environmentally sustainable paper packaging solutions are essential and serve a wide range of well-known customer brands across multiple industries including food, life-science tech and medical device, agriculture, wine, high tech, pharma, cosmetics, and many more


Why is Golden West Packaging Group “THE” place to work?

We are a well-established, growing company in a stable and essential industry that is re-imagining itself and transforming to be a place where everyone knows everyone, where you can make a difference, and where you can learn and grow professionally.

We are focused on safety and building an employee-centric work environment where team members can experience camaraderie, belonging, relevance, achievement, and career advancement.

As the packaging and logistics sector continues to grow, we’re growing with it and creating new opportunities. Come make your mark at a company that strives to celebrate your individuality, skills, and talents.

At Golden West Packaging Group, you’ll feel the difference and make a difference


The Role You’ll Play

Part of a team where you will provide exceptional customer experience by partnering with cross functional teams that together make our packaging solutions possible; sales, finance, design, procurement, production, order fulfillment and order deployment services teams with the goal to design, research, make, manage and process client orders with the utmost care towards customer satisfaction.


What You’ll Do

  • Supports team members in communications between the client and our internal teams by collaborating with sales, design, manufacturing, and logistics department teams to oversee and manage client orders ensuring clients receive their products/services on-time and in-full.
  • Collaborate with design, pricing, sales and production teams on client new product design request to ensure product design details meet needs and product specifications
  • Interact with clients to effectively address inquiries, requests and/or complaints in a timely manner through use of a solve by “Solve by Sundown” guideline to client inquiries and problems
  • Build strong professional relationships with clients by accurately entering, tracking and managing orders from start to finish ensuring accurate, on-time and in-full delivery of packaging products and services.
  • Stay current on industry trends, techniques and technologies. Self-directed learner, actively involved in own development though stretch assignments and professional development goals.
  • Collaborate with CSM, design and manufacturing teams to review client needs and find creative solutions to improve product performance, quality and/or cost effectiveness
  • Pull and review client order history and/or client inventory to proactively communicate order status, order delivery updates, and/or to proactively collaborate with client representatives on any order issue resolution
  • Use sound judgement, solid decision making and effective interpersonal communication and listening skills to successfully manage all client calls and identify “win-win” solutions involving any client order issues that may arise. Collaborate with team members and CSM when clarification is needed


What You’ll Need

  • High School Diploma or GED
  • 3+ years working with a manufacturing company
  • 2 + years working in a customer service or support role
  • 1-2 years, packaging or print industry experience a must
  • Excellent written and oral communication skills
  • Excellent and proven interpersonal relationship building skills
  • Excellent organization skills with the ability to multi-task
  • Adaptable, can quickly adjust and identify appropriate and sound solutions to unexpected situations
  • Strong computer literacy with intermediate skills in Microsoft Office – Outlook, Word, Excel


What You’ll Get

  • Competitive total compensation package
  • Comprehensive benefits package including medical, vision, dental, life insurance, and 401K plan with employer contribution.
  • Employee Assistance coverage with full services, including dietary and nutritional services, retirement planning and support services
  • 10 paid holidays per year
  • 2 weeks paid vacation which increase based on years of service
  • A welcoming and supportive work environment
  • Professional development and career growth opportunities


If this sounds like a place for you and if you have what it takes to push boundaries and seize opportunities, we invite you to apply today


Golden West Packaging Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind.

Similarly, we are a drug-free workplace and strive to maintain a safety-focused work environment for all.


The final base salary compensation will be determined by factors such as skills, experience and/or education. In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. We typically do not hire at the maximum of the range allow for future and continued salary growth. The expected pay range at the time of hire is: $19.00hr - $33.00 hr.

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