Customer Service Specialist

Job Description

Job Description

REPORTS TO : Customer Care Manager / Supervisor

POSITION DESCRIPTION :

The Customer Care Specialist the first point of contact for customers who have questions or issues with the company's products or services, they will deliver world class customer service via phone, e-mail, and online to our existing and future customer base. They will ensure that all purchase orders received from customers are processed in a timely manner. They are also responsible for providing timely responses to inquiries from customers and our internal salesforces. As a Customer Care Specialist, you will be assigned to handle a larger group of customers, many of whom will be determined to be of a more transactional nature, and simply requiring accurate order processing and post order issue resolution support as well as will be responsible for all activities of assigned accounts in support of the overall goals, objectives, mission and vision of the organization.

RESPONSIBILITIES :

• Quickly answer incoming customer inquiries through phone calls and emails.
• Process large quantities of customer purchase orders accurately and efficiently within X hours of receipt.
• Efficiently gather information internally and externally to provide timely information to customers regarding order statuses and other general inquiries by listening to customer concerns and answering questions about the company, products, or services.
• Recommend alternate products based on cost, availability or specifications.
• Work cross functionally with other departments to provide excellent customer service.
• Provide and collect completed forms, explain processes, and provide direction when helping customers resolve issues / complaints.
• Directing customers to the correct department / location or supervisor when applicable and maintaining the customer was responded too accordingly.
• Educate customers about terminology, features and benefits of products to improve product related sales and customer satisfaction.
• Responsible for timely and accurate order entry.
• Maintaining accurate records of customer interactions in email, ERP, Salesforce and other tools.
• Receive and process inquiries, customer orders, changes and customer requests.
• Provide customers with pricing and delivery information.
• Review open order and shipping reports and release order for shipping.
• Manage time effectively, meet personal goals and work effectively with other members of the team.
• Adhere to all procedures, guidelines, and policies in all daily activities.
• Performing all other duties as assigned.

POSITION REQUIREMENTS :

Abides by our core values :

Food Safety Responsibilities :

Physical Requirements :

This job operates primarily in an office setting. While performing the duties, the employee will be required to sit and / or stand, talk or hear, both in person and by telephone; use hands, fingers and arms feel objects or controls, reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. May be required to stoop, kneel, bend, crouch and lift up to 5 pounds. May need to walk varying distances and climb stairs.

About Us :

MRP Solutions is a leading provider of high-quality, injection molded closures, jars and recyclable packaging components used every day by millions of consumers around the globe. But we offer more than just plastic caps and lids – we deliver fast, flexible and reliable packaging solutions. MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity. MRP Solutions combines extensive packaging expertise with a consultative approach to reliably uncover customer needs. By understanding your business goals, we can tailor smarter, safer, and more flexible packaging solutions that reduce cost and increase speed to market, helping your businesses capitalize on opportunity.

We are passionate about partnering with distributors and manufacturers who understand that plastic caps and lids are a small but important part of how people experience their brands. Together, we deliver packaging with purpose.

MRP Solutions is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, color, religion, sex (including sexual orientation, gender identity or expression, transgender status), national origin, age, disability, medical condition, marital or protected veteran status or any other basis or characteristic prohibited by applicable federal, state, or local law. Consistent with the obligations of state and federal law, MRP Solutions will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.