Customer Care Advocate 16230 W 163rd St, #500, Lockport, Illinois

Berlin Packaging L.L.C.; Lockport (IL); On-site; USD 10,000 - 60,000; Full time

Job summary

Berlin Packaging is seeking a Customer Care Advocate to enhance customer experiences. This role involves addressing customer inquiries, processing orders, and solving issues in a fast-paced environment. Ideal candidates should have a strong customer service background with excellent communication skills, demonstrating a commitment to customer satisfaction.

Benefits

Competitive PTO including vacation, personal days, holidays, and sick time

401(k) with company match

Health Savings Account (HSA)

Paid parental leave for up to 12-weeks

Employee Assistance Program for mental health and well-being

Qualifications

• Minimum of 12 years of experience in a fast-paced, high-volume customer service environment.
• Ability to prioritize multiple tasks and work independently.

Responsibilities

• Manage customer inquiries via phone, email, and chat.
• Process customer orders and manage order tracking.
• Respond to customer follow-ups and problem-solve effectively.

Skills

Problem-solving

Verbal communication

Written communication

Customer focus

Education

High School diploma or GED

Tools

Salesforce

MS Office

PeopleSoft

Job description

Berlin Packagingis the premier supplier of rigid packaging.With over $3 billion in revenue, we grow 5x faster than the overall packaging industry.

Chances are you enjoy products supplied by Berlin Packaging every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis.

Combine that with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, we love it here. Our engagement scores are 2x the national average. And every single employee shares in Berlin’s profitable growth.

Now you understand why since1898, our 100+ year-old company has grown 5x faster than our industry!

Are you up for the opportunity of a lifetime? If so, we are seeking aCustomer Care Advocate.The Customer Care Advocate (“CCA”) is responsible for replying to customer touchpoints received through inbound phone calls, emails, chats, and cases with a focus on Customer THRILL.

Key Accountabilities:

• Answer routine customer inquiries (calls and cases) regarding products, price quotes, and availability
• Process and enter large volumes of customer orders and sample order requests
• Answer phones, chats, and cases to create orders and problem solve
• Respond to customer follow up from phones/chats/cases
• Manage held order workbench for orders they created
• Review & manage PO entry in Salesforce
• Effectively resolve and respond to open Salesforce cases specifically addressed to their attention
• Track orders for shipment
• Send an invoice copy
• Process catalog requests and requests to be removed
• Perform other duties as requested to support the business
• Fulfill employee portion of the “Berlin Values”

Knowledge, Skills, Abilities:

• High School diploma or GED required.
• Minimum of 12 years of previous experience in a fast-paced, high-volume customer service environment.
• Ability to work independently to solve problems and deescalate customer issues and complaints
• Strong familiarity with computer systems such as MS Office, PeopleSoft, Salesforce, SharePoint, etc.
• Ability to prioritize multiple tasks.
• Interpersonal effectiveness and strong verbal and written communication skills.
• Customer focus and good follow up skills

CA, IL, NY Pay range

$21 - $21 USD

Berlin Packaging offers an outstanding compensation and benefits package including:

• Competitive PTO including vacation, personal days, holidays, and sick time
• 1Berlin Shared Ownership Plan
• Profit sharing
• 401(k) with company match
• Health Savings Account (HSA)
• Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses
• Vision insurance options
• Paid parental leave for up to 12-weeks
• 529 college savings plan
• Employee Assistance Program for mental health and well-being
• Calm app to improve mental wellbeing
• Employee referral program
• Company sponsored life insurance with optional voluntary life insurance
• Company sponsored short- and long-term disability

At Berlin Packaging, we look at candidates’ skills but hire based on traits . We believe in hiring smart, passionate people who are thirsty for knowledge and enthusiastic to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Berlin Packaging provides equal employment opportunities for all employees and applicants for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Visit our Careers page for more information on our Anything is Possible culture and Total Rewards offerings.

*Please note the salary information shown above is a general guideline only. Salaries are based on candidate skills, experience, and qualifications, as well as market and business considerations.

*This position is not eligible for sponsorship.

*Berlin Packaging maintains a smoke-free workplace.

#LI-SW1

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