Customer Experience Specialist, E-Commerce at PAC Worldwide in Sharonville, Ohio

Job Description:

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!

Summary:

Responsible to Manage Customer Service Relations, Monitor Shipping/Receiving, Order Management, and assist with E-commerce business. This position works to maintain/improve the customers' experience, specifically through the E-Commerce sales channel.

Essential Duties and Responsibilities:

• Responsible for timely customer service for assigned accounts. Manage deadlines for all customer requirements and ensure that customer expectations of timeliness, information flow and product delivery are met.


• Receives customer orders via electronic EDI feeds and checks reports to ensure all orders can ship within the quoted time frame without inventory issues etc. Updates orders and notifies customers only on an as-needed basis.

• Confers with customers by telephone or e-mail in order to provide information, order status/changes and customer inquiries or complaints in a professional and timely manner.


• Interprets product data reports to suggest products that are a good fit for the customer and recommending different products when appropriate.


• 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, order history, notifications, and any claims filed.


• Works with customers, Shipping, and manager to coordinate returns, credits and replacement orders as needed.

• Listens and analyzes customer requests that we are not able to fulfill, keeping an eye out for viable opportunities of new product lines or other opportunities to grow our business.


• Knowledge & functionality of PAC software, including but not limited to, Visual, CRM, EDI and Magento.


• Develop an intimate knowledge of customer's and PAC's SKU's.


• Coordinates and tracks samples requested by Customers, forwards requests to Shipping.

• Maintain a basic understanding of shipping costs for samples and orders to make cost-efficient decisions.


• Other duties and responsibilities as required, related to Customers and Sales support.

Qualifications:

• Excellent oral and written communication skills and must be capable of speaking and writing English


• Excellent attention to detail, problem solving and follow-up

• Strong sense of urgency and time management skills in a fast-paced environment


• Highly motivated individual that works well in a team environment, yet can keep themselves accountable for their own work and goals with minimal direction


• Strong organizational skills


• Must be able to gauge opportunities based on potential value and urgency then prioritize as such


• Demonstrated excellence in customer service

• Ability to make administrative/procedural decisions and judgments quickly while balancing cost vs reward


• Must be prompt and dependable

Education:

• Minimum of 2 years of experience working in customer service


• High School Diploma or GED is required


• Some college preferred


• Associates Degree or college certification(s) preferred

• Experience with website control or E-Commerce preferred

Mathematical Skills:

• Possess ability to work with mathematical concepts, such as, multiplication and division. 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 judgment, make informed decisions quickly, and ask questions as needed.

Computer Skills:

• Must be computer literate and efficient in the use of Microsoft Office programs

• 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


• Must be able to type at least 45 wpm


• Must be familiar with online shopping from a consumer standpoint


• Must be able to assist customers through website order process and troubleshoot basic problems

• Must gain enough understanding of the EDI data flow processes to communicate problems to IT dept


• Knowledge of Magento or other CMS platform is a plus

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires that the employee sit at a computer up to 90% of the time, must be able to lift 35 lbs. and must be capable of operating standard office equipment such as a computer, copier, mail machine, printer, fax, stapler and other various pieces of office equipment.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee will primarily be working in an office and warehouse environment in order to perform the essential functions of the job.