Customer Service Specialist

Mold-Rite Plastics•Plattsburgh, NY

19h•Onsite

About The Position

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. MRP Solutions (MRP), a plastic cap manufacturer, is a leading provider of high-quality, injection molded plastic closures, jars and packaging components used every day by millions of consumers around the globe. But we offer more than just plastic caps and lids – we deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence. 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. By constantly innovating, MRP enables our customers to grow, making us a preferred partner. 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. Our Vision: We deliver industry-leading packaging solutions tailored to each customer’s unique requirements, providing best-in-class product protection while ensuring consumer confidence. By constantly innovating, MRP enables our customers to grow, making us a preferred partner.

Requirements

High school diploma or GED required
Proficiency using computers, Microsoft Office, ERP systems and Sales Force
Strong critical thinking and problem-solving skills
Excellent communication, organization and time management skills
Strong aptitude to serve customer needs and ability to work with outside/inside sales reps
Ability to prioritize, multitask and work in a very fast paced environment
Proven team player and a sharp focus on customer service and satisfaction
Ability to successfully work both collaboratively and autonomously
A high level of trustworthiness and the ability to achieve integrity on all levels
Detail orientated with a high focus on accuracy
Propensity for problem solving and continuous improvement
Self-motivated, self-disciplined and self-directed
Maintain a professional, polite and courteous team approach working in a team environment
Positive attitude and strong work ethic

Nice To Haves

2–4-year college degree preferred
Experience in a manufacturing environment beneficial

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.
Supports a culture where employees address unsafe conditions and behaviors, make suggestions for improvements, and actively participates in implementing solutions.
Identifies safety gaps and self-initiates corrective actions.
Strictly adheres to plant safety, housekeeping, and 5S efforts.
Understands, identifies, and corrects safety hazards.
Drives a culture which empowers employees to understand and embrace what they own.
Monitors and verifies activities to ensure that finished goods and raw materials are coming in and out of the facility meet consumer safety and quality standards.
Complies with all company food safety and quality assurance procedures.
Reports any product or process failures that could impact food safety of manufactured products to the location’s Food Safety Team Leader and submits an appropriate incident report.