Customer Care Advocate

Job Description

Job Description

Salary :

Berlin Packaging is the nation's premier supplier of rigid packaging and packaging components. With over $3 billion in revenue, we are growing 5x faster than the overall packaging industry.

Don’t know what makes the rigid packaging industry special? Well, chances are you enjoy products supplied by Berlin Packaging every day!Imagine yourself walking into your favorite big-box store.

Take a mental look around and think about every glass, plastic, or metal package you see. Berlin Packaging touches virtually every market : automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and now, cannabis too.

Next, combine that with an award-winning culture. Our 2,000+ employees are high-performing - and importantly, collaborative - entrepreneurs who blow through obstacles and embody an Anything is Possible! mindset.

We love it here. Our engagement scores are 2x the national average. And every single employee shares in Berlin’s profitable growth.

Now you understand why since1898, our 100+ year-old company has grown 5x faster than our industry!

And we're not done yet.

In order to continue our record growth streak, we need people like YOU to join our team! Are you up for the opportunity of a lifetime?

If so, we are seeking a Customer Care Advocate (CCA), who is responsible for replying to customer touchpoints received through inbound phone calls, emails, chats, and cases with a focus on Customer THRILL.

Key Accountabilities :

• Answer routine customer inquiries (calls and cases) regarding products, price quotes, and availability
• Process and enter large volumes of customer orders and sample order requests
• Answer phones, chats, and cases to create orders and problem solve
• Respond to customer follow up from phones / chats / cases
• Manage held order workbench for orders they created
• Review & manage PO entry in Salesforce
• Effectively resolve and respond to open Salesforce cases specifically addressed to their attention
• Track orders for shipment
• Send an invoice copy
• Process catalog requests and requests to be removed
• Perform other duties as requested to support the business
• Fulfill employee portion of the Berlin Values

Knowledge, Skills, Abilities :

• High School diploma or GED required.
• Minimum of 2 years of previous experience in a fast-paced, high-volume, customer service environment.
• Ability to work independently to solve problems and deescalate customer issues and complaints
• Strong familiarity with computer systems such as MS Office, PeopleSoft, Salesforce, SharePoint, etc.
• Ability to prioritize multiple tasks.
• Interpersonal effectiveness and strong verbal and written communication skills.
• Customer focus and good follow up skills

Working Environment :

Office

We recruit traits, not skills. We believe in hiring smart, passionate people who are thirsty for knowledge and enthusiastic to learn and develop their skills.

If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyway.

You may be just the right candidate for this or other roles.

Berlin Packaging offers an outstanding compensation and benefits package including profit sharing, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, paid parental leave, health club reimbursement, tuition reimbursement, 529 college savings plan, employee assistance, smoking cessation program, pet insurance, employee discounts, employee referral program, and flexible spending accounts for transportation, medical, and dependent care expenses.

Berlin Packaging provides equal employment opportunities for all employees and applicants for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Visit our Careers page for more information on our Anything is Possible culture and Total Rewards offerings.

• This position is not eligible for sponsorship.
• Berlin Packaging maintains a smoke-free workplace.

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