Customer Support Rep I

Shorr Packaging Corporation; Fishers (IN); On-site; USD 32,000 - 46,000; Full time

Job summary

Shorr Packaging Corporation in Fishers, IN seeks a Customer Support Representative I to accurately enter customer sales orders and conduct pre-order research. The role supports shipping paperwork, invoices, and shipment tracking while collaborating with the team to meet service levels.

Responsibilities include item setup, order release, account management, and handling customer requests for packing lists and PODs in ERP/CRM and ecommerce platforms.

Qualifications

• Associates Degree or equivalent experience required.
• Experience with MS Word, Excel and Outlook.
• Knowledge of ERP, CRM and ecommerce platforms is a plus.
• Prior data entry experience in an ERP and/or ecommerce platform.
• Demonstrated ability to work with detailed information.
• Excellent communication skills and ability to work in a fast-paced team environment.

Responsibilities

• Enter customer sales orders and sample requests into Shorr’s ERP system with accuracy and efficiency to meet expected service levels.
• Conduct pre-order research to ensure correct product, pricing, and shipping requirements.
• Perform new item setup in concurrence with Data Coordinator team using Shorr quoting and ERP systems.
• Release customer sales orders from Order Manager to Sxe.
• Set up and maintain customer lists in the ecommerce platform for smooth ordering.
• Send order confirmations and release orders to warehouse for shipment.
• Setup new customer accounts and ship-to’s in the ERP system.
• Add customer contacts and account updates in CRM.
• Manage requests for packing lists, BOLs, and PODs.
• Create manual invoices or process invoices in customer portals.

Skills

Attention to detail

Communication skills

Teamwork

Time management

Education

Associates Degree or equivalent experience

Tools

ERP

CRM systems

Ecommerce platforms

Job description

The Customer Support Representative I is responsible for conducting pre-order research and entering customer sales orders with great accuracy and timeliness to ensure a smooth customer experience. As an integral team member, this individual also provides other key activities to assist the overall needs of the Customer Support Department including fulfillment of customer requests for shipping paperwork, invoices, shipment tracking and expedites.

Success in this fast-paced role is ensured by demonstrating excellent teamwork skills paired with the ability to manage time sensitive processes to meet expected service levels for our customers.

Responsibilities

• Enter customer sales orders and sample requests into Shorr’s ERP system with accuracy and efficiency to meet expected service levels.
• Conduct pre-order research if needed prior to order entry to ensure correct product, pricing, and shipping requirements are entered.
• Perform new item set-up in concurrence with Shorr’s Data Coordinator team using Shorr quoting and ERP systems.
• Release customer sales orders from Shorr’s Order Manager portal to Sxe.
• Set-up and maintain customer specific lists/tables in ecommerce platform to ensure a smooth customer ordering experience.
• Ensure follow-though activities are completed such as sending order confirmations to customers and release of orders to warehouse for shipment.

Administrative Tasks:

• Setting up new customer accounts and ship to’s in Shorr’s ERP system.
• Add customer contacts and other account updates in Shorr’s CRM.
• Manage customer requests for packing lists, BOL’s, and POD’s
• Create manual invoices for customers and/or process invoices in customer portals as required.

Problem Resolution:

• Enter and track expedite requests through Shorr’s expedite portal. Provide updated shipping status to team members and/or customers.
• Resolve sales order and invoice rejections in customer portals.
• Other duties may be assigned.

Requirements

• Associates Degree or equivalent experience required
• Experience with MS Word, Excel and Outlook.
• Knowledge of ERP, CRM and ecommerce platforms is a plus.
• Prior data entry experience in an ERP and/or ecommerce platform.
• Demonstrated ability to work with detailed information.
• Excellent communication skills and ability to work in a fast-paced team environment.
• Demonstration of excellent organization skills while managing time sensitive processes.
• Individuals must be adaptable while maintaining a positive and cooperative attitude to meet work demands.