Sr. Customer Experience Specialist (Remote)
Company: PAC Worldwide
Location: Middletown
Posted on: June 16, 2022
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Job Description:
Job Description PAC is seeking an outgoing, detail oriented,
high energy customer service specialist Does this sound like you?
IF SO, WE WANT YOU The Customer Experience Specialist is an
integral part of the sales team, responsible for managing customer
relationships, monitoring shipping/receiving, inventory control and
demand management for assigned accounts, order management, billing
and invoicing, purchasing, and outsourcing for finished goods or
special projects. This position supports the sales team and will
develop relationships with all manufacturing plants, warehouses and
vendors. This role will be based remotely after training. Some
travel to office / customers may be required as needed. Essential
Duties and Responsibilities: Responsible for timely customer
service for assigned accounts or regions. Manage deadlines for all
customer requirements and ensure customer---s expectations of
timeliness, information flow and product delivery are met. Receives
customer orders via various media include fax, e-mail, phone and
electronic EDI feeds as needed and enters them into computer system
for processing with accuracy and an eye for details. Confers with
customers by telephone or e-mail in order to provide information
about products and services, to take orders, to give pricing
quotations, to obtain details on customer complaints and to update
customers regarding their order status or changes in a professional
and timely manner. Works closely with sales representatives to
understand customers--- needs, order history, customer order
progress, complaints, pricing changes and account status.
Establishes, maintain and update files, databases, records, reports
and/or other documents for customer accounts as needed. Analyze and
recommends improvements in processes, products, packaging,
shipping, service or billing methods and procedures to prevent
problems, reduce costs and/or satisfy customer needs. Keeps records
of customer interactions and transactions, recording details of the
inquiry and any action taken. Works with customers, transit
department, production and accounting to coordinate returns,
credits and replacement orders as needed. Works with outside
vendors and all PAC facilities on new product inquiries and orders.
Works with new customers on credit application process, proper
forms and new account set up. Knowledge & functionality of PAC
software, including but not limited to, Visual, CRM, EDI and any
special software utilized by assigned Customers. Develop an
intimate knowledge of customer---s and PAC---s SKU---s. Develop,
process and analyze quoting options, including product, freight,
art and any additional process required by Customers or Sales.
Invoice for all orders or special projects or Samples requested by
Customers or Sales. Other duties and responsibilities as required,
related to Customers and Sales support. Qualifications: General:
Previous manufacturing/sales support experience Excellent oral and
written communication skills Excellent attention to detail, problem
solving and follow-up Strong sense of urgency and time management
skills Highly motivated individual that works well in a team
environment Ability to communicate clearly and diplomatically to
all internal & external customers Must be able to adapt and work
efficiently in a fast-paced environment. Must be able to work
independently. Ability to make administrative/procedural decisions
and judgments. Strong computer skills required; proficient
knowledge of Microsoft Excel, Word and Outlook Must possesses
professional appearance and presentation Must be prompt and
dependable Education and/or Experience: 2-3 years--- experience
working in customer service 2-3 years--- experience working
manufacturing facility Minimum of a High School Diploma or GED is
required Associates Degree or college certification(s) are highly
regarded Experience with graphics programs include Adobe
Illustrator will be beneficial but not required Language Skills:
Must be capable of speaking, reading and writing English and have
excellent written, verbal and interpersonal skills. Mathematical
Skills: Possess ability to work with mathematical concepts, such
as, probability and statistics. Apply concepts, such as, fractions,
percentages, ratios, and proportions to practical situations.
Reasoning Ability: Must have the ability to solve practical
problems and deal with a variety of concrete variables in
situations where only limited standardization exists. Ability to
interpret a variety of instructions furnished in written, oral,
diagram, or schedule form. Must be able to use good judgement and
ask questions as needed. Computer Skills: Must be computer literate
and efficient in the use of Microsoft Office programs- Required
Function Must be capable of using ERP system for order entry and
purchase order review Must be able to learn and apply new office
programs or modules in the ERP as required It---s an exciting time
at PAC Worldwide With the rise in e-commerce, it---s a great time
to be in the essential industry of flexible packaging Our packaging
is used in the delivery of goods such as books, gifts, parts,
paperwork, medicine, household items, clothing, food and more. PAC
Worldwide is experiencing tremendous growth and we are proud to
provide good, stable jobs in safe environments. From competitive
benefits, to our employee-first company values, we are committed to
investing in the people we care about. We now have a formal program
for team members to move up in their roles, as well as
opportunities to share in PAC---s growth. We invite you to learn
more www.pac.com ZR
Keywords: PAC Worldwide, Middletown , Sr. Customer Experience Specialist (Remote), Other , Middletown, Ohio
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