Customer Engagement Specialist

Georgia Pacific; Green Bay (WI); Hybrid; USD 38,000 - 60,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA/FSA

Life Insurance

Disability

Retirement

Paid time off

Educational assistance

Infertility assistance

Paid parental leave

Adoption assistance

Job summary

Georgia-Pacific is seeking a Customer Engagement Specialist for GP PRO to enhance the overall customer experience across the product portfolio. The role involves managing high volumes of inbound interactions, troubleshooting, and representing our products with a customer-centric approach.

The position supports a hybrid schedule with 2 days remote and 3 days in the Green Bay, WI office, including occasional travel.

Qualifications

• High school diploma or higher.
• 3+ years of customer service experience.
• Experience working with Microsoft Office products.
• Data entry experience.

Responsibilities

• Answer inbound customer calls and other interactions in a prompt and professional manner.
• Actively listen to customer concerns, understand their needs and provide resolution.
• Provide accurate information about products, services, policies, and procedures.
• Process orders, complaints, returns, and other transactions as required.
• Upsell or cross-sell products and services when appropriate.
• Provide assistance to customers regarding product usage or troubleshooting.
• Maintain detailed customer records within the Salesforce CRM system.
• Adhere to established department guidelines and quality standards.

Skills

Customer service

Communication

Interpersonal skills

MS Office

CRM tools

Lead generation

Bilingual (English/Spanish)

Education

High school diploma or higher

Tools

Salesforce

Job description

Your Job

Georgia Pacific is seeking a Customer Engagement Specialist for our Consumer Products business to foster a community of loyal GP PRO customers by enhancing their overall experience. We’re looking for a highly skilled customer-centric individual to join our team. This role involves managing a large volume of inbound interactions, troubleshooting and representing our product portfolio. As a business liaison for capturing the voice of the customer, this individual must also possess excellent communication and interpersonal skills and be enthusiastic about driving customer satisfaction. The ideal candidate excels in a fast-paced environment where adaptability, quick learning, and problem-solving are fundamental. Responsibilities include delivering a positive customer experience at every touchpoint and understanding and resolving customer needs. Join us to reinforce why GP PRO’s products and services are differentiated in the industry through exceptional customer care.

Our Team

The GPXpress team is a sales support team that assists distribution partners, sales employees and end-user customers through the utilization of online tools. We’re a highly collaborative group that works together to enhance sales and provide superior customer satisfaction. This team offers the flexibility of a hybrid schedule where you will work 2 days remotely and 3 days in the Green Bay, WI office (subject to change based on business need). There will be exciting opportunities to travel to other locations to provide onsite support (about 10% travel). Compensation in this position will be commensurate with experience.

What You Will Do

• Answer inbound customer calls and other interactions in a prompt and professional manner
• Actively listen to customer concerns, understand their needs and provide resolution
• Provide accurate information about products, services, policies, and procedures
• Process orders, complaints, returns, and other transactions as required
• Upsell or cross-sell products and services when appropriate
• Provide assistance to customers regarding product usage or troubleshooting
• Maintain detailed customer records within the salesforce CRM system
• Adhere to established department guidelines and quality standards

Who You Are (Basic Qualifications)

• High school diploma or higher
• 3 or more years of customer service experience
• Experience working with Microsoft Office products
• Data entry experience

What Will Put You Ahead

• Experience with Salesforce® or other CRM tools
• Lead generation experience
• Inside sales experience
• Bilingual in English and Spanish

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophyhere.

Who We Are

As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day -to make everyday products even better. At Koch, employees are empowered to do what they do best to make life better. Learn how ourbusiness philosophyhelps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our benefits plan includes -

• medical
• dental
• vision
• flexible spending and health savings accounts
• life insurance
• ADD
• disability
• retirement
• paid vacation/time off
• educational assistance
• infertility assistance
• paid parental leave
• adoption assistance

Specific eligibility criteria are set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information:http://www.kochcareers.com/doc/Everify.pdf