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Customer Service Representative Tier 2
$49,920 - $58,240/Yr
Specialized Packaging Group - Newark, CA
posted about 2 months ago
Full-time - Entry Level
Newark, CA
Paper Manufacturing
About the position
The Customer Service Representative Tier 2 role is focused on providing exceptional service to customers by managing orders, responding to inquiries, and ensuring customer satisfaction. This position requires effective communication with both customers and internal teams, as well as maintaining accurate records and staying updated on product knowledge and company policies.
Responsibilities
- Order Management in ERP system, including processing customer orders and tracking blanket purchase orders.
- Responding promptly to customer inquiries through various channels.
- Communicating and coordinating with internal teams on order status and updates to customers.
- Maintaining a positive, empathetic, and professional attitude both internally and externally.
- Taking appropriate actions to resolve customer concerns.
- Keeping accurate records of customer interactions, transactions, comments, and issues.
- Understanding and meeting customer-specific requirements within company guidelines.
- Staying up to date on product knowledge and industry trends, providing feedback as needed.
- Complying with company initiatives and policies.
- Providing feedback on the efficiency of the customer service process.
- Understanding and calculating material costs.
- Performing sales analysis and covering other CSRs or related positions as needed.
Requirements
- High School Diploma or GED or equivalent education.
- 3 - 5 years of experience in customer service.
- Excellent communication skills, both verbal and written (Spanish a plus).
- Strong problem-solving and conflict resolution skills.
- Ability to be patient and professional under challenging circumstances.
- Ability to multi-task and work in a fast-paced environment.
- Understanding of the Order to Cash process.
- Comfortable working with computers and Microsoft Office.
Nice-to-haves
- Experience with Amtech ERP system.
- Knowledge of sales order entry and logging issues in Excel.
