Sr. Customer Service Rep

Description

Premier Packaging provides innovative packaging solutions through a combination of curiosity, drive, and a culture that embraces an entrepreneurial spirit. We are responsive to our customers’ needs, responsible to one another and the environment, and improve our processes to deliver quality products. We ask ‘Why’ so we can deliver the ‘How’. 

A Sr. Customer Service Representative develops and maintains relationships with Premier Packaging customers. Typically, a “people person,” by nature, they have a hybrid of soft and hard skills required to master technology and manage customer relationships.  This person is driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The best Sr. Customer Service Representative demonstrates superb communication, organization, and time management skills.

Essential Functions:

• Manage high level accounts with a mixture of moderate and growing customer accounts.
• Manager customer and sales relationships.
• Independently works with minimal supervision.
• Monitor and manage open reports.
• Set up customers in portal and executes customer training as needed.
• Order processing from start to finish with an emphasis in margin review, drop shipment orders, manufactured job submissions, and processing drop trailer order that follow policy conformance.
• Monitor and resolve customer emails in Outlook or Omni in a timely fashion.
• Cross Train CSRs or Shared Services Order Processing team.
• Act as liaison with Shared Services Order Processing team to solve issues.
• Resolve 3PL inventory issues with 3PL team and work with Purchasing and Sales on reorder levels and stocking agreement.
• Enter cases in Salesforce related to invoice, delivery, and quality control issues.
• Other job duties as assigned.

General Requirements:

• Associates degree required; four-year degree preferred.
• 5-7 years of previous experience in a Customer Service position.
• Ability to manage workload with various distractions; must have a high sense of urgency while managing multiple tasks.
• General inquisitiveness, strong desire to learn, and high problem-solving aptitude.
• Strong organizational and project management skills with attention to detail.
• Excellent oral/written communication skills, customer relation skills, and presentation skills.

Qualifications