Customer Service Representative

Company Overview Why Choose Us? Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs. Our Sustainability Commitment The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives. Job Description Company Overview For over three decades, Eco-Products has been providing customers with better choices by producing foodservice packaging and paper products made from renewable resources and recycled content.  Our products are made with materials that are gentler on the planet, and we continually strive to drive innovation in our field in all areas of sustainability.  Our goal is to build a vibrant business on sustainable business practices, serving as an example to others and leading change in our industry and local communities wherever we operate. Summary of Position The Customer Service Representative is involved in all facets of customer interaction and order processing and serves as the first point of customer contact.  The primary responsibility is to create a positive experience for every customer by diligently and timely responding to all inquiries. Equally important, the CSR will perform order related activities such as order entry from various sources, customer sales support, full life-cycle order management, specific account creation and management, and occasional coverage for team members out of office.  The CSR will assist with other customer service functions and sales support activities as requested.  The ideal candidate is a strong and confident self-starter who desires to be part of a small but fast-paced, dynamic, and unique team. Reports To:   Supervisor, Customer Service Essential Duties/Responsibilities Purchase Order and customer account management; processing orders and invoices with accuracy, developing rapport and ownership with key accounts/contacts Perform accurate and ongoing audits of orders Complete assigned tasks and projects Creatively resolve customer inquiries, concerns, and answer questions by email and occasionally by phone Ability to collaborate with multiple teams on projects to maintain daily operations Become an expert on Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State ban/restrictions Research and resolve order issues in conjunction with our Logistics and Accounting departments Create and manage RMA’s and request Credit memos Follow tax compliance procedures as they relate to Tax Exempt customers Understand and assist in maintaining team SOP library Participate in other as-needed customer service and sales support activities Commitment to Excellence, strives to set exceptional performance standards for all tasks Understanding customer’s needs and identifying sales opportunities Identifying leads for new long-term sales opportunities Develop accounts by checking customer’s buying history, suggesting related and new items Qualifications:  Experience, Competencies and Education Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple ecommerce portals Desired Education Level:  BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience Outstanding customer service ethic with a strong sense of urgency Assertive in seeking answers to questions and willingness to respond to customers inquiries Independently take initiative to solve problems and deliver results Ability to clearly, accurately and appropriately communicate with customers by email/phone Exceptional time management skills and prioritization skills Excellent problem-solving skills and ability to apply common sense Effective interpersonal skills and relationship-building skills Ability to work independently and collaboratively to achieve goals Ability to multi-task in a fast-paced environment with high degree of accuracy Ability to handle and process confidential information Work Environment Fast-paced, multi-tasking with some level of distractions Customer oriented environment Full time, non-exempt position: Business hours are Monday – Friday, 8:00 am – 5:00 pm Additional Responsibilities The above is intended to describe the general requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.  The omission of a specific statement of duties does not exclude them from the position.  Compensation & Benefits Eco-Products offers a competitive wage and outstanding benefits package to eligible employees. The benefits include medical, dental, and vision coverage, life and disability insurance, sick and vacation paid leave, wellness incentive program, holiday pay, 401(k) with Company contribution, and an alternative transportation incentive program.  Company Benefits What You'll Get From Us Benefits With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on