ABOUT THE JOB!
Is customer service your priority? Are you looking for a progressive and dynamic company? If the answer is yes, ePac Flexibles could be the place for you.
We are currently on the look out for a sales support specialist to assist our customers throughout the US. If you have a proven track record of delivering exceptional customer service and succeeding within a fast paced environment then we want to hear from you. Previous experience of managing customer orders within a manufacturing setting would be great, but we are more interested in you and your previous successes.
This role has a salary range of $20-26+ depending on skills and experience, with a generous leave and benefits package.
Benefits include:
3 Medical OptionsDentalVisionEmployer paid Short and Long term disability401K with employer match120 hours Paid Time off10 paid holidaysand more!So who are we? Simply put, ePac provides digitally printed flexible packaging. We offer our customers fast and easy access to custom flexible packaging, with a mission to help small brands obtain big brand presence. We are technology driven and solution centered, and we love what we do!
Our core values are:
SUMMARY OF POSITION
The ePac Customer Solutions Representative has primary responsibility as being the first point of contact for phone calls, emails, chat requests related to customer service needs. In partnership and collaboration with the ePac Inside Sales team, the individual will ensure excellent customer satisfaction by quickly responding and resolving routine customer inquiries, complaints, and problem resolution through timely, accurate and professional follow through. This position reports to the Customer Solutions Manager.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Receives incoming customer service inquiries via phone call, email, or chat and responds with the resolution of issues in a timely manner in accordance with the guidelines set by the departmentMaintain minimum standards for the department for quality and quantity of calls receivedBuild relationships with customers over the phone and through web communication to ensure an outstanding customer experience.Completes detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).Resolves independently or escalates issues affecting customer complaints and issues to the Customer Solutions Manager.Follow and support the guidelines set by leadership to ensure overall goals are met.Communicates trends and suggestions for process improvement related to the customer solutions process to the Customer Solutions Manager.Maintain basic understanding of essential aspects of ePac’s workflow, products, and business units to properly manage call flow.NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Assist with other projects as assigned.JOB KNOWLEDGE, SKILLS & ABILITIES
Proficient use of a technology stack (CRM Tool-Salesforce, phone application, Chat Service Solution, Google Workspace).Commitment to excellence and high standards in written and verbal communicationAbility to understand and interpret packaging requirements and customer initiatives to ensure more successful customer experience possible.Excellent time management and multitasking skills Driven with a sense of urgencyAdaptable and flexible Great customer service skills and action orientedCommitted to meeting and exceeding goals Enjoys working with a team and identifying growth opportunitiesAbility to perform diversified clerical and technical support functionsAbility to effectively communicate through multiple channels of mediaStrong listening and comprehension skillsDemonstrates empathy while maximizing opportunities to build rapport with the customerEXPERIENCE AND EDUCATION
Minimum 2-3 years customer success or inside sales experience Flexible packaging knowledge a plus but not requiredCRM experience required ( Salesforce.com preferred)Experience in Google WorkspaceWORK ENVIRONMENT
In a professional office setting with a remote hybrid option. ePac is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster