Customer Service Director jobs in Concord, NH

IPL is a global leading sustainable packaging solutions provider that manufactures specialty rigid packaging products used in the food, consumer, agricultural, logistics and environmental markets. Sustainability is essential to the long-term success of our business. As a packaging company that develops plastic-based solutions for our customers, it is imperative that we meet the customer needs while being mindful of our operational impacts and the need to preserve our planet. We are committed to running our business responsibly and in ways that drive environmental, social and economic value for our stakeholders, including shareholders, customers, employees and local communities. We employ over 2,500 people in 18 manufacturing facilities, 2 corporate & sales offices and 3 R&D facilities across Canada, China, Europe, and the United States.

Read more about our story at: www.iplglobal.com.

Job Summary:
We are seeking a dedicated and motivated individual to join our team as a Customer Service Representative. In this role, you will provide exceptional customer support and ensure customer satisfaction by promptly and accurately addressing their needs and concerns.

Responsibilities:
- Effectively communicate with customers through various channels such as phone, email, and chat, to provide prompt assistance and resolve inquiries or complaints.
- Identify customers' needs and concerns and provide appropriate solutions or alternatives within company guidelines.
- Acknowledge and respond to customer feedback, suggestions, and inquiries in a professional and timely manner.
- Document all customer interactions, including details of inquiries, complaints, and resolutions, in our customer relationship management (CRM) system.
- Collaborate with other team members and departments to ensure seamless customer experience and follow-up on outstanding issues.
- Maintain a high level of product knowledge and stay updated on company policies and procedures to provide accurate information to customers.
- Maintain customer records.

- Maintain and monitor stock levels for product.

- Communicate with carriers, productions site and despatch.
- Handle and resolve escalated customer issues and complaints with professionalism and empathy.
- Contribute to a positive and supportive work environment, fostering teamwork and collaboration.

Qualifications:
- High school diploma or equivalent required; associate's or bachelor's degree is a plus.
- Proven customer support experience or experience in a similar role.
- Excellent verbal and written communication skills with the ability to articulate information clearly and concisely.
- Strong active listening and problem-solving skills.
- Ability to handle multiple tasks simultaneously while maintaining attention to detail.
- Demonstrated ability to remain calm and professional in challenging situations.
- Proficient in using customer service software, CRM systems, and Microsoft Office suite.
- Ability to work independently and as part of a team.
- Flexible schedule with the ability to work weekends, evenings, and holidays if required.

We are an equal opportunity employer and value diversity in our company. We encourage all qualified individuals to apply.