Customer Service Representative

3 days ago


Salt Lake, Utah, United States Ernest Packaging Full time

**Job Summary:**

We are seeking a highly skilled and customer-focused individual to join our team at Ernest Packaging as a Customer Service Representative. In this role, you will be responsible for providing exceptional customer service, processing orders, and working closely with internal departments to ensure timely delivery of scheduled shipments.

**Key Responsibilities:**

  • Respond to customer inquiries and provide positive, courteous service to meet their needs and resolve any issues in a timely manner.
  • Process orders, returns, and changes or cancellations, and maintain accurate records of customer interactions.
  • Work closely with the Merchandising team to expedite or ensure timely delivery of scheduled shipments.
  • Collaborate with internal departments to resolve customer inquiries, quotes, returns, stock counts, credit card orders, COD orders, and redeliveries from vendors.
  • Report any errors or customer concerns to the Manager of Inside Client Relations.
  • Maintain open lines of communication with the Manager and Sales Personnel to ensure seamless customer service.
  • Identify opportunities to add value to customer orders, promote products, and close out items.
  • Stay up-to-date on customer information and assist in maintaining assigned Sales Personnel's unshipped/unbilled report.

**Requirements:**

  • Three years of call center/customer service experience or an equivalent combination of formal education/training and experience in the industrial packaging or related industry.
  • Familiarity with call center and customer service in industrial packaging distribution is preferred.
  • Working knowledge of CRM management systems.
  • Thorough knowledge of outbound calling techniques and customer service measurements of success.
  • Demonstrated ability to communicate effectively both verbally and in writing.
  • Ability to work in a team environment.
  • Background with distribution methods, process improvement programs, and procedures.
  • Limited product knowledge.
  • AA degree from an accredited college is required.


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