Customer Support Representative

Description

Together, We Own it! Start your employee owner journey with Shorr Packaging.

The Customer Support Associate is responsible for conducting pre-order research and entering customer sales Defensive Orders with great accuracy and timeliness to ensure a smooth customer experience. As an integral team member, this individual also provides other key activities to assist the overall needs of the Customer Support Department, including fulfilment of customer requests for shipping paperwork, invoices, shipment tracking, and expedites.

Success in this fast-paced role is ensured by demonstrating excellent teamwork skills paired with the ability to manage time‑sensitive processes to meet expected service levels for our customers.

• Enter customer sales orders and sample requests into Shorr’s ERP system with accuracy and efficiency to meet expected service levels.
• Conduct pre‑order research if needed prior to order entry to ensure correct product, pricing, and shipping requirements are entered.
• Perform new item set‑up in concurrence with Shorr’s Data Coordinator team using Shorr quoting and ERP systems.
• Release customer sales orders from Shorr’s Order Manager portal to Sxe.
• Set‑up and maintain customer‑specific lists/tables in ecommerce platform to ensure a smooth customer ordering experience.
• Ensure follow‑through activities are completed such as sending order confirmations to customers and release of orders to warehouse for shipment.
• Administrative Tasks:
• Setting up new customer accounts and ship‑to’s in Shorr’s ERP system.
• Add customer contacts and other account updates in Shorr’s CRM.
• Manage customer requests for packing lists, BOL’s, and POD’s.
• Create manual invoices for customers and/or process invoices in customer portals as required.
• Problem Resolution:
• Enter and track expedite requests through Shorr’s expedite portal. Provide updated shipping status to team members and/or customers.
• Resolve sales order and invoice rejections in customer portals.
• Other duties may be assigned.

• Associate’s Degree or equivalent experience required.
• Experience with MS Word, Excel and Outlook.
• Knowledge of ERP, CRM and ecommerce platforms is a plus.
• Prior data entry experience in an ERP and/or ecommerce platform.
• Demonstrated ability to work with detailed information.
• Excellent communication skills and ability to work in a fast‑paced team environment.
• Demonstration of excellent organization skills while managing time‑sensitive processes.
• Individuals must be adaptable while maintaining a positive and cooperative attitude to meet work demands.

• Employee Stock Ownership Plan (ESOP) - Together, We Own It!
• Comprehensive
  
  Employee Benefits:
  
  Medical, dental, vision, and other insurance coverages.
• Competitive hourly rate plus targeted annual bonus plan.
• 401K plan plus matching.
• Team‑based Employee Owner company culture.

Shorr Packaging Corporation is an equal‑opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is the policy of the Shorr Packaging Corporate to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, protected veteran status, disability status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.