Customer Serice Rep (CSR)

Summary Description As a Customer Service Representative (CSR), you will represent Genera to the customer and function as a critical liaison between the customer, sales, and operations teams. As a CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

Key Tasks Include

• Represent Genera and deliver excellent service through each interaction.
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact.
• Run customized reports and share data with customers.
• Provide pricing, inventory availability and production schedule information to customers.
• Track order activity and alert appropriate staff of any potential delivery problems
• Partner with Quality Manager to resolve routine customer issues.
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction.
• Track warehouse inventories and update customers on order status
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution.
• Ensure customer order patterns and demands are compliant with agreements and contracts.
• Understand customer needs and bringing Voice of Customer feedback to Genera

Success in the role will require a passion for sustainability, decarbonization and the role of packaging in helping customers to reduce their carbon footprint while delighting consumers. Skills

• Great listening skills, with the ability to discover and understand customer needs and how to best position Genera's packaging solutions.
• Flexibility operating in an evolving environment and the ability to navigate through ambiguity.
• Strong communication skills with the ability to form collaborative relationships with customers and stakeholders.
• Strong presentation skills in-person and virtually
• Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations.
• Familiarity with using ERP's, CRM, and various business tools.

Daily Duties

• Manage orders by incoming calls, text, and emails.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Sales

• Manage assigned house accounts to deliver revenue targets.
• Coordinate with new customers to effectively onboard new accounts
• Collaborate cross functionally to onboard and ramp up new customers, manage existing customer needs.
• Support the launch of new products.
• Coordinate samples

Metrics

• Own customer metrics for service and quality
• Own voice of customer process and improvement efforts for assigned accounts.

Communication

• Great listening skills, with the ability to discover and understand customer needs and how to best position Genera's packaging solutions.
• Flexibility operating in an evolving environment and the ability to navigate through ambiguity.
• Strong communication skills with the ability to form collaborative relationships with customers and stakeholders.

Systems

• Strong presentation skills in-person and virtually
• Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations.
• Familiarity with using ERP's, CRM, and various business tools.

Qualifications The minimum requirements for education and experience are listed below. Consideration will be given to individuals with an equivalent combination of education and experience.

• Minimum of 3 years' experience in Customer Service
• Strong track record creating and delivering value for customers.
• Experience managing customer service teams in a B2B environment.
• Experience managing complex & technical customer challenges.
• Formal training in customer service and related systems and metrics
• High School Diploma or GED required.
• Valid Driver's License/reliable transportation

Location

• Vonore, Tennessee

Travel Requirements

• Travel 10% mostly within North America

Salary

• Competitive salary and benefits package, commensurate with experience.

In order to be considered for this position candidates are required to submit an application for employment through our career site and willing to take a drug test and submit to a background investigation as part of the selection process. Physical Demands While performing the duties of this job the employee is frequently required to talk and/or listen. The employee is occasionally required to stand, walk, sit, use hands to grasp, handle, or feel objects, tools, or controls, to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. In order to be considered for this position candidates are required to submit an application for employment through our career site and willing to take a drug test and submit to a background investigation as part of the selection process.

In order to be considered for this position candidates are required to submit an application for employment through our career site and willing to take a drug test and submit to a background investigation as part of the selection process.