Apply on Employer Site

Shorr Packaging Corp. · 2 months ago

B2B Customer Support Representative II

Des Moines, Iowa

Full-time

Onsite

Entry, Mid Level

2+ years exp

Shorr Packaging Corp. is a company focused on providing exceptional customer support. The B2B Customer Support Representative II plays a crucial role in ensuring customer satisfaction and loyalty by managing inquiries, resolving complaints, and collaborating with sales and operations teams.

Manufacturing

No H1B

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

Qualification

B2B customer supportCRM systemsMS WordMS ExcelMS OutlookERP knowledgeEcommerce platformsProblem solvingTime managementAdaptabilityCollaboration

Required

Associates Degree or equivalent experience required

2 years of previous work experience in a Business to Business (B2B) customer support related role

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