Client Service Specialists - Industrial

Together, We Own it! Start your employee owner journey with Shorr Packaging.

Responsibilities

• Manage orders including products, quantity, cost, resale, freight terms and requested delivery timing while driving for first contact resolution.
• Monitor internal reports to ensure customer deliverables are obtained.
• Coordinate credits and/or replacement product(s)
• Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
• Manage time and multitask to handle multiple responsibilities.
• Ensure the customer’s demands are met with a focus on improving the customer experience.
• Build credibility and trust with the Industrial customers.
• Manage customer cases in SX.e ensuring timely resolution.
• Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
• Create and maintain customer files/profiles and account notes in SX.e.
• Ability to collaborate cross-functionally by communicating critical details to enhance customer experience.
• Set up and maintain price records at the direction of sales team / project managers.
• Other duties may be assigned.

Requirements

• High school diploma or general education degree (GED), Associates or higher degree preferred.
• 3+ years B2B Customer Service or Client Services related experience and/or training.
• Passion for being a Shorr Industrial brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment.
• Demonstrated customer-focused problem solver with strong desire for accountability.
• Excellent communication (verbal and written) skills with ability to handle conflict resolution.
• Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
• Knowledge of logistics, including carriers, shipping policies and procedures.
• Superior organizational skills and strong attention to detail required.
• Strong time-management with ability to effectively prioritize multiple requests and pressures.
• Proven ability to deliver measurable results.
• Knowledge of ERP, CRM, and ecommerce platforms such as SX.e; Salesforce.
• Prior experience using MS Outlook, Word, and Excel.
• Intermediate level Microsoft Excel- manipulation of data, formulas and reporting is preferred.
• Ability to work remote in a team setting.

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive Employee Benefits: Explore Shorr Benefits
• Competitive hourly rate plus targeted annual bonus plan
• 401K plan plus matching
• Team based Employee Owner company culture