Sr Customer Care Rep

Amcor•Rayne Township, PA

2d•Remote

About The Position

The Sr. Customer Care Representative is responsible for maintaining a productive and professional working environment. Guides and coaches, the customer care representatives to provide the highest degree of friendly, helpful, enthusiastic and professional customer care. With superior written communication and verbal skills, the Sr. Customer Care Representative will have the ability to properly support customer inquiries as well as the ability to diffuse tense situations involving irate customers to bring problems to a timely resolution.

Requirements

High School Diploma; 4 year college degree preferred.
Five years prior customer care experience or related experience minimum.
Excellent written, verbal and interpersonal communication skills.
Strong time management, organizational, decision making and analytical skills
Position requires the ability to work independently and as a team player.
Proficient with Microsoft Office applications, presentations, typing 50-60 wpm and basic office equipment
Advanced understanding of all related systems as they pertain to Customer Care, Sales, Pricing, Operations, Scheduling, Shipping, Manufacturing and Credit.

Responsibilities

Trains, monitors, coaches and develops new and existing customer care teams on contact skills, policies and procedures.
Demonstrates developmental and motivational skills.
Provides daily direction and communication to their team members so that customer care calls are answered, and orders are processed in a timely, efficient and knowledgeable manner.
Exercises tact and judgment when responding to incoming requests from customers and or sales representatives.
Able to diffuse tense situations involving irate customers with the use of independent judgment and personal initiative.
Maintains a professional relationship with internal and external departments for order completion.
Have a thorough and comprehensive knowledge of all ISO procedures to provide continual evaluation of team members.
Receives, processes, inputs and monitors customers web based, email, EDI and or faxed orders from receipt to invoicing.
Responds to customers’, internal and external, inquiries related to order status, pricing, shipping status, POD’s and invoicing in a timely manner.
Contacts customer and or sales representative promptly with resolution to problems and or alternatives.
Monitoring customers' order patterns and service levels, taking action as necessary to implement improvement.
Initiates requests for CIO’s/Tic’s and or return authorizations.
Prepares and forwards preliminary paperwork for special production orders. (Where applicable)
Assists in the resolution of customer deductions
Promotes a strong work ethic and displays a team player mentality.
Knowledgeable of product line, delivery times, and procedures.
Performs special projects as assigned by Department Supervisor or Manager.

Benefits

Medical, dental and vision plans
Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
Company-paid holidays starting at 8 days per year and may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)