Customer Care Representative

For over three decades, Eco-Products has been providing customers with better choices by producing foodservice packaging and paper products made from renewable resources and recycled content. Our products are made with materials that are gentler on the planet, and we continually strive to drive innovation in our field in all areas of sustainability. Our goal is to build a vibrant business on sustainable business practices, serving as an example to others and leading change in our industry and local communities wherever we operate.

• $23.00-$24.00 hourly, plus annual bonus eligibility
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  Medical, dental and vision options

  
  
• Wellness rewards to fund your HRA or HSA
• Paid holidays, time off, parental and other leaves
• Financial protection benefits such as life, AD&D and disability insurance, and 401(k) Plan with employer matching contributions
• Education Support (for example, tuition reimbursement, Chairman's Scholarship, 529 College Savings Plan)
• Broad Based Employee Award Program-value sharing plan for all employees with one year of service
• Employee Assistance Program and much more!
• This is a hybrid role

The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives.

• Process orders and billing with a high degree of accuracy, including manually entering orders.
• Manage and resolve customer inquiries in a timely manner, in accordance with company policies.
• Seek additional sales opportunities by researching and qualifying/identifying potential accounts; Create additional sales opportunities by checking customer's buying history, suggesting related and new items.
• Interact with other departments to ensure complete order fulfillment
• Accurately finalize orders according to type in a timely manner based on procedures.
• Research and resolve specific order issues that relate to warehouse and delivery partners.
• Be responsible for specific Ecommerce accounts.
• Become an expert on Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting the environmentally friendly aspects of our products.
• Become an expert on replacement products based on State ban/restrictions.
• Full order management and account management
• Perform accurate and ongoing audits of orders
• Create and manage RMA's and request Credit memos.
• Follow tax compliance procedures as they relate to Tax Exempt customers.
• Review all the SOPs available on the Knowledge base folder.
• Participate in other as-needed customer service and sales support activities.
• Commitment to Excellence, sets exceptional performance standards for all tasks.
• Process other tasks and projects as assigned, in a timely manner.

• 2+ years of customer service experience, specifically processing orders online and billing in a professional setting.
• Desired Education Level: BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience.
• Outstanding customer service experience, and work ethic with a strong sense of urgency.
• Willing and eager to answer and respond to customer calls and inquiries.
• Assertive in seeking answers to questions and becoming an SME.
• Independently take initiative to solve problems and deliver results.
• Ability to clearly, accurately and appropriately communicate with customers in writing and via telephone.
• Exceptional time management skills and prioritization skills.
• Excellent problem-solving skills and ability to apply common sense.
• Effective interpersonal skills and relationship-building skills.
• Ability to work independently and collaboratively as a team to achieve goals.
• Solid Microsoft Office, NetSuite and computer skills; including Excel skills.
• Ability to multi-task in a fast-paced environment with a high degree of accuracy.
• Ability to handle and process confidential information.

Benefits

With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance (including Telehealth options) as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

Community Engagement

At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

Training and Development

We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through Novolex University. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program, and a Learning Management System that supports and enhances employee skills at all levels of the organization.

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