Customer Care Advocate
About The Position
Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we grow 5x faster than the overall packaging industry. Chances are you enjoy products supplied by Berlin Packaging every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis. Combine that with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, we love it here. Our engagement scores are 2x the national average. And every single employee shares in Berlin’s profitable growth. Now you understand why since1898, our 100+ year-old company has grown 5x faster than our industry! Are you up for the opportunity of a lifetime? If so, we are seeking a Customer Care Advocate . The Customer Care Advocate (“CCA”) is responsible for replying to customer touchpoints received through inbound phone calls, emails, chats, and cases with a focus on Customer THRILL.
Requirements
- High School diploma or GED required.
- Minimum of 1-2 years of previous experience in a fast-paced, high-volume customer service environment.
- Ability to work independently to solve problems and deescalate customer issues and complaints
- Strong familiarity with computer systems such as MS Office, PeopleSoft, Salesforce, SharePoint, etc.
- Ability to prioritize multiple tasks.
- Interpersonal effectiveness and strong verbal and written communication skills.
- Customer focus and good follow up skills
Responsibilities
- Answer routine customer inquiries (calls and cases) regarding products, price quotes, and availability
- Process and enter large volumes of customer orders and sample order requests
- Answer phones, chats, and cases to create orders and problem solve
- Respond to customer follow up from phones/chats/cases
- Manage held order workbench for orders they created
- Review & manage PO entry in Salesforce
- Effectively resolve and respond to open Salesforce cases specifically addressed to their attention
- Track orders for shipment
- Send an invoice copy
- Process catalog requests and requests to be removed
- Perform other duties as requested to support the business
- Fulfill employee portion of the “Berlin Values”
Benefits
- Competitive PTO including vacation, personal days, holidays, and sick time
- 1Berlin Shared Ownership Plan Profit sharing
- 401(k) with company match
- Medical insurance including dental insurance
- Health Savings Account (HSA)
- Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses
- Vision insurance options
- Paid parental leave for up to 12-weeks
- Health club reimbursement
- Tuition reimbursement
- 529 college savings plan
- Employee Assistance Program for mental health and well-being
- Calm app to improve mental wellbeing
- Employee referral program
- Company sponsored life insurance with optional voluntary life insurance
- Company sponsored short- and long-term disability
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
