Customer Support Representative

OVERVIEW:

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

JOB SUMMARY:

The Customer Support Representative is the primary customer contact for all questions, concerns and issues.  This position will interact with customers, internal and external, to provide support in response to inquiries.  The Customer Support Representative is also responsible for processing orders timely and accurately, as well as, perform a variety of duties related to managing the customer experience.  They monitor daily customer order reports and act on issues that may impact on time performance and service.  Partnering with Sales and other functional areas will be necessary to grow relationships.    

JOB DUTIES & RESPONSIBILITIES:

• Provide accurate and timely processing of all incoming calls, emails, orders by successfully utilizing appropriate resources.
• Serve as Liaison between Customer and Manufacturing plant.
• Manage customer expectations and responsible for keeping the customer informed according to established department policies and procedures.
• Determine and escalate service risks as needed.
• Work directly with the Sales Department, Production Planning and Distribution Team to exceed customer expectations.
• Communicate via phone calls and email with internal and external customers regarding customer needs, order activity, and inventory levels in a prompt manner.
• Maintain an empathetic, positive and professional attitude when communicating.

QUALIFICATIONS:

• College degree or relevant work experience required.
• One-year customer care or related experience.
• Proficient in Microsoft 365 application and basic office equipment.
• Strong attention to detail and record keeping skills.
• Excellent organizational and time management skills.
• Able to demonstrate vital thinking, problem solving and stress management skills.
• Proficient in gathering, analyzing and interpreting information to determine conclusions and act accordingly.
• Demonstrate ownership and accountability to daily tasks and issues.
• Able to communicate professionally both verbally and in writing.
• Experience in working with individuals from different, professional backgrounds.
• Familiar with CRM systems and practices.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Most of the job is performed in an office environment with some time spent on the plant manufacturing floor.
• Work is performed in an office environment with frequent contact with others. Requires prolonged sitting and frequent bending, stooping and stretching, manual dexterity, the ability to distinguish letters, occasional lifting, and the use of office equipment.  The ability to handle multiple projects and deadlines.