Job Description

We are seeking a dedicated and proactive Customer Service Representative to join our team and provide exceptional support across all three segments of the DazPak business: DazPak Converting Solutions, DazPak Flexible Packaging, and Distribution. In this role, you will be responsible for handling customer inquiries, addressing complaints, and resolving issues in a timely and efficient manner, escalating to the Customer Service Lead or Manager when necessary.

The ideal candidate will possess strong communication skills, empathy, and a customer-first attitude, with the ability to manage customer interactions effectively. As the primary point of contact for our customers, you will play a crucial role in ensuring customer satisfaction, fostering loyalty, and representing DazPak’s commitment to quality service.

Responsibilities

Customer Service Excellence:

• Utilize information from within the entire organization by thinking forward and anticipating the questions that will be asked after an initial customer’s question is answered and provide that information as well.
• Understand what capabilities DazPak has to offer and use this knowledge to solve customer issues and provide solutions that are not always obvious ones.
• Ensure that customer inquiries, complaints, and issues are resolved in a timely and satisfactory manner.
• Identify areas for improvement and implement strategies to enhance the overall customer service experience.

Order Processing and Tracking:

• Process customer orders, including order entry, verification, and confirmation.
• Track and monitor order status, shipment, and delivery, keeping customers informed about any delays or issues.
• Coordinate with internal teams, such as logistics or sales, to resolve order-related inquiries or concerns.

Problem Resolution:

• Show a positive and personalized customer experience by actively listening, empathizing, and addressing customer needs.
• Investigate and resolve customer complaints, issues, or discrepancies promptly and effectively.
• ·Identify the root causes of problems and propose appropriate solutions to prevent recurrence.
• Collaborate with other departments, such as technical support or operations, to resolve complex customer issues.

Product Knowledge and Upselling:

• Develop a deep understanding of the company's products, features, and benefits with in all three segments of the DazPak Business.
• Educate customers about product usage, troubleshooting, and maintenance.
• Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.

Documentation and Reporting:

• Maintain accurate and up-to-date customer records, interactions, and case details in the company's CRM system.
• Generate reports on customer inquiries, feedback, and trends to identify areas for improvement.
• Provide feedback and suggestions to management regarding customer concerns, process improvements, and training needs.

Qualifications

• High school diploma or equivalent (additional education or certifications are a plus).
• Proven experience in a customer service or customer support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Empathy and patience when dealing with customers.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to handle high call volumes and work in a fast-paced environment.
• Adaptability and flexibility to meet changing customer demands and business priorities.
• Strong time management and organizational skills.

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

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