Customer Care Representative

3 weeks ago

Boulder, United States Novolex Full time

Why Choose Us?For over three decades, Eco-Products has been providing customers with better choices by producing foodservice packaging and paper products made from renewable resources and recycled content. Our products are made with materials that are gentler on the planet, and we continually strive to drive innovation in our field in all areas of sustainability. Our goal is to build a vibrant business on sustainable business practices, serving as an example to others and leading change in our industry and local communities wherever we operate.$23.00-$24.00 hourly, plus annual bonus eligibilityMedical, dental and vision optionsWellness rewards to fund your HRA or HSAPaid holidays, time off, parental and other leavesFinancial protection benefits such as life, AD&D and disability insurance, and 401(k) Plan with employer matching contributionsEducation Support (for example, tuition reimbursement, Chairman's Scholarship, 529 College Savings Plan)Broad Based Employee Award Program-value sharing plan for all employees with one year of serviceEmployee Assistance Program and much moreThis is a hybrid roleOur Sustainability CommitmentThe Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives.How You'll Perform the RoleProcess orders and billing with a high degree of accuracy, including manually enter ordersProcess timely assigned tasks and projectsAnswer customers questions and resolve their issues via phone and/or emailManage customer related emails in an accurate and timely mannerInteract with other departments to ensure complete order fulfillmentCreatively resolve customer inquiries timely in accordance with company policiesBe an expert on Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting the environmentally friendly aspects of our productsBe an expert on replacement products based on State ban/restrictionsFull order management and account managementPerform accurate and ongoing audits of ordersAccurately finalize orders according to type in a timely manner based on proceduresResearch and resolve specific order issues that relate to warehouse and delivery partnersBe responsible for specific Ecommerce accountsCreate and manage RMA's and request Credit memosFollow tax compliance procedures as they relate to Tax Exempt customersReview all the SOPs available on the Knowledge base folderParticipate in other as-needed customer service and sales support activitiesCommitment to Excellence, sets exceptional performance standards for all tasksUnderstanding customer's needs and identifying sales opportunitiesDevelop sales opportunities by researching and qualifying/identifying potential accountsDevelop accounts by checking customer's buying history, suggesting related and new itemsWhat We Need From You2+ years of customer service experience including processing orders and billing in a professional settingDesired Education Level: BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experienceOutstanding customer service ethic with a strong sense of urgencyWilling and eager to answer and respond to customer calls and inquiriesAssertive in seeking answers to questions and becoming an SMEIndependently take initiative to solve problems and deliver resultsAbility to clearly, accurately and appropriately communicate with customers in writing and via telephoneExceptional time management skills and prioritization skillsExcellent problem solving skills and ability to apply common senseEffective interpersonal skills and relationship-building skillsAbility to work independently and collaboratively as a team to achieve goalsSolid Microsoft Office, NetSuite and computer skills; including Excel skillsAbility to multi-task in a fast-paced environment with high degree of accuracyAbility to handle and process confidential informationWhat You'll Get From UsBenefitsWith safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance (including Telehealth options) as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.Community EngagementAt Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.Training and DevelopmentWe offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through Novolex University. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program, and a Learning Management System that supports and enhances employee skills at all levels of the organization.#LI-OM1#J-18808-Ljbffr

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