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 eligibility

Medical, dental and vision options

Wellness rewards to fund your HRA or HSA

Paid holidays, time off, parental and other leaves

Financial protection benefits such as life, AD&D and disability insurance, and 401(k) Plan with employer matching contributions

Education 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 service

Employee Assistance Program and much more

This is a hybrid role

Our Sustainability Commitment The 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 Role

Process orders and billing with a high degree of accuracy, including manually enter orders

Process timely assigned tasks and projects

Answer customers questions and resolve their issues via phone and/or email

Manage customer related emails in an accurate and timely manner

Interact with other departments to ensure complete order fulfillment

Creatively resolve customer inquiries timely in accordance with company policies

Be 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 products

Be an expert on replacement products based on State ban/restrictions

Full order management and account management

Perform accurate and ongoing audits of orders

Accurately finalize orders according to type in a timely manner based on procedures

Research and resolve specific order issues that relate to warehouse and delivery partners

Be responsible for specific Ecommerce accounts

Create and manage RMA's and request Credit memos

Follow tax compliance procedures as they relate to Tax Exempt customers

Review all the SOPs available on the Knowledge base folder

Participate in other as-needed customer service and sales support activities

Commitment to Excellence, sets exceptional performance standards for all tasks

Understanding customer's needs and identifying sales opportunities

Develop sales opportunities by researching and qualifying/identifying potential accounts

Develop accounts by checking customer's buying history, suggesting related and new items

What We Need From You

2+ years of customer service experience including processing orders and billing in a professional setting

Desired 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 experience

Outstanding customer service ethic with a strong sense of urgency

Willing and eager to answer and respond to customer calls and inquiries

Assertive in seeking answers to questions and becoming an SME

Independently take initiative to solve problems and deliver results

Ability to clearly, accurately and appropriately communicate with customers in writing and via telephone

Exceptional time management skills and prioritization skills

Excellent problem solving skills and ability to apply common sense

Effective interpersonal skills and relationship-building skills

Ability to work independently and collaboratively as a team to achieve goals

Solid Microsoft Office, NetSuite and computer skills; including Excel skills

Ability to multi-task in a fast-paced environment with high degree of accuracy

Ability to handle and process confidential information

What You'll Get From Us Benefits

With 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 Engagement

At 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 Development

We 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.

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