Customer Experience Specialist - Paper & Packaging

Millcraft; Canton Charter Township (MI); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, & Vision

Generous time off policies

Profit-sharing

Health Savings and Flexible Spending

401k retirement savings plan

Company paid holidays

Short- and long-term disability

Wellness program

Job summary

Millcraft Paper Company is seeking a Customer Experience Associate to deliver exceptional service to our customers in the Paper & Forest Products sector. You will handle inquiries, process orders, and act as the main contact for product support while collaborating with internal teams to enhance overall customer satisfaction.

You will report to the Customer Experience Manager and contribute to developing and improving customer experience strategies, ensuring timely information and solutions.

Qualifications

• High School diploma or GED; some college or degree preferred.
• Ability to retrieve products from shelves and lift up to 75 lbs with or without accommodation.
• Previous experience in customer service, preferably with specialized products.
• Proficient in ERP (D365) and CRM software and customer service tools.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks effectively.
• Detail-oriented with a strong focus on accuracy.
• Strong verbal and written communication with diverse customers.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Process customer orders and changes; resolve order fulfillment issues.
• Respond to customer inquiries, complaints, and product support requests promptly.
• Identify and troubleshoot customer issues; provide solutions and ensure resolution.
• Engage with customers to understand needs and preferences.
• Maintain rapport with internal/external customers and vendors.
• Collaborate with cross-functional teams to improve customer experience.
• Follow up with customers to ensure satisfaction and gather feedback.
• Provide product recommendations and upsell opportunities.
• Continually build knowledge of products and services.
• Participate in team meetings and projects as needed.

Skills

Customer service experience

Problem-solving

Communication skills

Multitasking

Attention to detail

Independent work

ERP (D365) proficiency

CRM software proficiency

Education

High School diploma or GED

Tools

ERP (D365)

CRM software

Job description

Millcraft Paper Company is seeking a Customer Experience Associate to deliver exceptional service to our customers in the Paper & Forest Products sector. You will handle inquiries, process orders, and act as the main contact for product support while collaborating with internal teams to enhance overall customer satisfaction.

You will report to the Customer Experience Manager and contribute to developing and improving customer experience strategies, ensuring timely information and solutions.