Customer Support Representative

Magnera Corporation; Old Hickory (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Magnera Corporation seeks a Customer Support Representative to act as the primary contact for inquiries, processing orders timely and accurately, and managing the customer experience. You will collaborate with Sales, Manufacturing, and Distribution to meet commitments, communicate proactively with customers, and maintain professionalism in all interactions.

Candidates should have a college degree or relevant experience, strong Microsoft 365 skills, CRM familiarity, and meticulous attention to

Qualifications

• College degree or relevant work experience.
• Strong communication and interpersonal skills.
• Proficiency with Microsoft 365 applications and basic office equipment.
• Experience with CRM systems is a plus.

Responsibilities

• Process calls, emails, and orders accurately and promptly.
• Liaise between Customer and Manufacturing plant.
• Manage customer expectations per department policies.
• Identify and escalate service risks as needed.
• Collaborate with Sales, Production Planning and Distribution.
• Communicate with customers about needs, orders, and inventory.
• Maintain a positive, professional attitude in communications.

Skills

Customer care

Communication

Attention to detail

Time management

Problem solving

Stress management

Ownership

Cross-functional

Education

College degree or relevant work experience

Tools

CRM systems

Microsoft 365

Job description

OVERVIEW

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

Job Summary

The Customer Support Representative is the primary customer contact for all questions, concerns and issues. This position will interact with customers, internal and external, to provide support in response to inquiries. The Customer Support Representative is also responsible for processing orders timely and accurately, as well as, perform a variety of duties related to managing the customer experience. They monitor daily customer order reports and act on issues that may impact on time performance and service. Partnering with Sales and other functional areas will be necessary to grow relationships.

JOB DUTIES & RESPONSIBILITIES

• Provide accurate and timely processing of all incoming calls, emails, orders by successfully utilizing appropriate resources.
• Serve as Liaison between Customer and Manufacturing plant.
• Manage customer expectations and responsible for keeping the customer informed according to established department policies and procedures.
• Determine and escape service risks as needed.
• Work directly with the Sales Department, Production Planning and Distribution Team to exceed customer expectations.
• Communicate via phone calls and email with internal and external customers regarding customer needs, order activity, and inventory levels in a prompt manner.
• Maintain an empathetic, positive and professional attitude when communicating.

Qualifications

• College degree or relevant work experience required.
• One-year customer care or related experience.
• Proficient in Microsoft 365 application and basic office equipment.
• Strong attention to detail and record keeping skills.
• Excellent organizational and time management skills.
• Able to demonstrate vital thinking, problem solving and stress management skills.
• Proficient in gathering, analyzing and interpreting information to determine conclusions and act accordingly.
• Demonstrate ownership and accountability to daily tasks and issues.
• Able to communicate professionally both verbally and in writing.
• Experience in working with individuals from different, professional backgrounds.
• Familiar with CRM systems and practices.

Working Conditions/Physical Demands

• Most of the job is performed in an office environment with some time spent on the plant manufacturing floor.
• Work is performed in an office environment with frequent contact with others. Requires prolonged sitting and frequent bending, stooping and stretching, manual dexterity, the ability to distinguish letters, occasional lifting, and the use of office equipment. The ability to handle multiple projects and deadlines.