Posting Title Customer Support Representative

Magnera; Charlotte (NC); Presencial; USD 22.000 - 30.000; Jornada completa

Descripción de la vacante

Magnera is seeking a Customer Support Representative to be the primary contact for inquiries, orders, and issues. You will collaborate with Sales, Manufacturing, and Distribution to ensure on-time, accurate order processing and a positive customer experience.

The ideal candidate has at least a college degree or equivalent experience, one year in customer care, and proficiency with Microsoft 365 and CRM systems.

Formación

• College degree or relevant work experience is required.
• One year of customer care or related experience.
• Proficient in Microsoft 365 and basic office equipment.
• Strong attention to detail and record keeping skills.

Responsabilidades

• Provide accurate and timely processing of all incoming calls, emails, orders by using appropriate resources.
• Serve as liaison between Customer and Manufacturing plant.
• Manage customer expectations and keep the customer informed per department policies.
• Determine and escape service risks as needed.
• Work with Sales, Planning and Distribution to exceed customer expectations.
• Communicate with customers regarding needs, orders and inventory levels promptly.

Conocimientos

Customer care

Attention to detail

Time management

Professional communication

Educación

College degree or relevant work experience

Herramientas

Microsoft 365

CRM systems

Descripción del empleo

Overview

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.

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.