Job Description
We are an innovative packaging and Nutraceutical company that has evolved over the years to offer a range of services that help our clients proudly put their products on the market.
Job SummaryCustomer Service Representative (CSR) will act as a liaison between our sales team and our customers. The CSR will handle customer inquiries, process orders, and provide information about products, packaging and services. The ideal candidate will possess outstanding customer service skills with internal and external customers. Possess excellent communication skills, a passion for helping others, and the ability to thrive in a fast-paced environment.
Key Responsibilities -Include but not limited to:
Customer Interaction:
• Respond promptly to customer inquiries via phone, email, and live chat.
• Provide accurate information regarding products, services, and order status.
• Address and resolve customer complaints in a professional and timely manner.
Order Management:
• Process customer orders, changes, and cancellations accurately.
• Ensure all orders are entered into the system correctly and efficiently.
• Coordinate with warehouse and shipping to ensure timely delivery of orders.
• Periodically work with the warehouse team to re-box items to help speed up the processes
Problem Solving:
• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and resolve product or service issues by clarifying the customer’s complaint, determining the cause, selecting, and explaining the best solution.
• Follow up to ensure resolution and escalate unresolved issues to the account manager.
Documentation and Reporting:
• Maintain detailed and accurate customer records through Smartsheet, CRM and HubSpot, and paper files
• Prepare and distribute customer service reports as needed.
• Keep records of customer interactions, process customer accounts, and file documents.
Product Knowledge:
• Stay updated on product knowledge, company services, processes, and policies.
• Assist customers in selecting the appropriate products and services for their needs.
Vendor Relations:
• Fostering and developing good relationships with Vendors
• Troubleshooting and communicating when orders are delayed, or product is damaged
• Getting quotes as needed on products
• Submitting purchase orders
• Coordinate and communicate shipment timelines to customers
• Updating Smartsheet’s with vendor timelines
• Occasional trips required to local vendors
Team Collaboration:
• Work collaboratively with all team members and departments to enhance customer experience.
• Participate in team meetings
Qualifications
Education:
• High school diploma or equivalent required.
• Associate or bachelor’s degree in business, Communications, or related field preferred.
Experience:
• Must be bilingual
• Minimum of 1-2 years of customer service experience, preferably in the packaging, distribution, or manufacturing industry.
• Experience with order processing systems and CRM software.
Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to multi-task, prioritize, and manage time effectively.
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
• 401(k)
• Dental insurance
• Health insurance
Shift:
• Day shift
• Morning shift
Education:
• High school or equivalent (Required)
Experience:
• 2year : 1 year (Required)
Language:
• Bilingual (Required)
Ability to Commute:
• Irving, TX 75038 (Required)
Work Location: In person