Shorr Packaging Corp.

Customer Support Representative II

Shorr Packaging Corp.  •  Fontana, CA / Ontario, CA / Riverside, CA / San Bernardino, CA (Onsite)  •  5 hours ago
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Job Description

The Customer Support Representative II provides a positive brand experience for existing and potential customers as a key liaison between Shorr and our valued customers. Through close collaboration with a variety of internal and external stakeholders, this individual ensures that our business and sales strategies are executed through daily interactions with our customers. The Customer Support Specialist is critical to Shorr’s success as they are a front-line resource for our customers and can greatly impact customer experience, retention, and loyalty.

Responsibilities
  • Handle customer inquiries on product, price, and lead-time with a drive for first contact resolution.
  • Research new items and product substitutions to ensure smooth customer experience.
  • Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions
  • Manage customer cases in Sxe and CRM systems ensuring timely resolution
  • Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
  • Create and maintain customer profiles and account notes in Sxe and CRM
  • Monitor customer-owned and slow-moving inventory levels in coordination with sales to ensure billing and shipment is on track.
  • Work with sales and customer to upsell, cross-sell, and move E&O inventory.
  • Problem Resolution:
  • Investigate and resolve customer complaints while capturing details in Shorr’s CRM system.
  • Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
  • Investigate customer inquiries and provide solutions in a timely manner.
  • Monitor internal reports to ensure customer deliverables are met.
  • Price Management & Quote Support:
  • Set up and maintain price records at the direction of sales team.
  • Monitor product margin fluctuations and alert sales team to fluctuations.
  • Process quotes in SQM when support is needed from Account Executive.
  • Other duties may be assigned.

Requirements
  • Associates Degree or equivalent experience required
  • Minimum 2 years of previous work experience in a Business to Business (B2B) customer support or related role
  • Packaging or related industry preferred
  • Experience with MS Word, Excel and Outlook.
  • Passion for being a Shorr brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment.
  • Demonstrated customer-focused problem solver with strong desire for accountability.
  • Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
  • Ability to collaborate cross-functionally by communicating critical details to enhance customer experience.
  • Strong time-management with ability to effectively prioritize multiple requests and pressures.
  • Knowledge of ERP, CRM, and ecommerce platforms.
  • Prior experience using MS Outlook, Word, and Excel.

Shorr Packaging Corp.

About Shorr Packaging Corp.

Shorr is your premium, full-service packaging partner. We have an unmatched ability to optimize holistic supply chain processes, differentiate brands from their competition, and accelerate customer growth. Together we can streamline your processes, increase your output, consolidate your vendor network, and innovate your packaging.

We offer innovative packaging products and equipment from industry-leading manufacturers. Product lines include corrugated, carton closure, tapes and adhesives, stretch wrap, shrink wrap, pallet unitization, flexible and protective packaging.

We specialize in packaging design, process and procurement methodologies, along with customized automated equipment solutions. Our equipment sales and service team is comprised of expert sales representatives, process engineers and skilled service technicians. Equipment lines include pallet wrappers, case formers, case sealers, shrink wrappers, workstations, bagging and strapping machines.

Other core competencies include in-depth consultative reviews along with post-purchase service and support. Shorr Packaging Corp. is geographically positioned with branches, warehouses and distribution centers strategically positioned across the country to best serve your needs.

As an employee-owned company, we value every business relationship and will do whatever it takes to ensure success.

Industry
Manufacturing & Production
Company Size
501-1,000 employees
Headquarters
Aurora, IL
Year Founded
1922
Website
shorr.com
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