Job details

B2B Customer Support Specialist

Together, We Own it! Start your employee owner journey with Shorr Packaging.

The Custom Support Specialist provides a positive brand experience for existing and potential customers as a key liaison between Shorr and our valued customers. Through close collaboration with a variety of internal and external stakeholders, this individual ensures that our business and sales strategies are executed through daily interactions with our customers. The Customer Support Specialist is critical to Shorr’s success as they are a front-line resource for our customers and can greatly impact customer experience, retention, and loyalty.

Responsibilities

Handle customer inquiries on product, price, and lead-time with a drive for first contact resolution.
Research new items and product substitutions to ensure smooth customer experience.
Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions
Manage customer cases in Sxe and CRM systems ensuring timely resolution
Liaise with sales and operations to support new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.
Create and maintain customer profiles and account notes in Sxe and CRM
Monitor customer-owned and slow-moving inventory levels in coordination with sales to ensure billing and shipment is on track.
Work with sales and customer to upsell, cross-sell, and move E&O inventory.
Problem Resolution:
Investigate and resolve customer complaints while capturing details in Shorr’s CRM system.
Process invoice corrections, product replacements, and returns in SXe system while ensuring customer satisfaction.
Investigate customer inquiries and provide solutions in a timely manner.
Monitor internal reports to ensure customer deliverables are met.
Price Management & Quote Support:
Set up and maintain price records at the direction of sales team.
Monitor product margin fluctuations and alert sales team to fluctuations.
Process quotes in SQM when support is needed from Account Executive.
Other duties may be assigned.

Shorr Packaging does not provide work authorization sponsorship for this position.

Requirements

Associates Degree or equivalent experience required
2 years of previous work experience in a Business to Business customer support related role in the packaging or related industry
Experience with MS Word, Excel and Outlook.
Passion for being a Shorr brand ambassador and delivering an excellent customer experience or demonstrated ability having done so in another B2B customer support environment.
Demonstrated customer-focused problem solver with strong desire for accountability.
Demonstrated ability to be adaptable and thrive in a fast-paced environment with constant change.
Ability to collaborate cross-functionally by communicating critical details to enhance customer experience.
Strong time-management with ability to effectively prioritize multiple requests and pressures.
Knowledge of ERP, CRM, and ecommerce platforms.
Prior experience using MS Outlook, Word, and Excel.

Benefits

Employee Stock Ownership Plan (ESOP) - Together, We Own It!
Comprehensive Employee Benefits: Explore Shorr Benefits
Competitive hourly rate plus targeted annual bonus plan
401K plan plus matching
Team based Employee Owner company culture

Shorr Packaging Corporation is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

Average salary estimate

$52500 / YEARLY (est.)

min

max

$45000K

$60000K

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What You Should Know About B2B Customer Support Specialist, Shorr Packaging Corporation

If you've got a knack for customer service and want to join a team that truly values your contributions, consider becoming a B2B Customer Support Specialist at Shorr Packaging! In this essential role, you'll be the voice and the go-to resource for our existing and potential customers, ensuring they receive a stellar experience every time they connect with us. As a crucial liaison, you’ll work closely with different teams, making sure our sales strategies resonate perfectly with our valued clients. Your duties will range from managing inquiries about products and prices to aiding customers during the onboarding process. You’ll have the chance to research new items, build trusting relationships, and influence customers towards the best solutions. Your impact on customer loyalty and retention will be palpable, as you'll also handle case management, problem resolution, and internal reporting to meet our customers’ needs efficiently. You'll get to play a significant role in the upselling and cross-selling process, handling inventory levels to keep everything right on track. We pride ourselves on our employee ownership culture, and through our Employee Stock Ownership Plan (ESOP), you'll feel like a part of the Shorr family from day one. With comprehensive benefits and a culture that thrives on teamwork and accountability, this role is perfect for someone passionate about delivering an excellent customer experience. Ready to make a difference? Join us at Shorr Packaging, where together we own it!

Frequently Asked Questions (FAQs) for B2B Customer Support Specialist Role at Shorr Packaging Corporation

What does a B2B Customer Support Specialist do at Shorr Packaging?

A B2B Customer Support Specialist at Shorr Packaging plays a vital role in ensuring an exceptional customer experience. They handle inquiries about products, pricing, and lead times, working closely with sales and operations to support new customer onboarding and resolve any issues that arise.