Customer Care Advocate

Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we grow 5x faster than the overall packaging industry.

Chances are you enjoy products supplied by Berlin Packaging every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis.

Combine that with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, 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 since 1898, our 100+ year-old company has grown 5x faster than our industry!

If you’re up for the opportunity of a lifetime, we are seeking a Customer Care Advocate
. The Customer Care Advocate (“CCA”) is responsible for replying to customer touchpoints received through inbound phone calls, emails, chats, and cases with a focus on Customer THRILL.

• 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”

• High School diploma or GED required.
• Minimum of 1-2 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, People Soft, Salesforce, SharePoint, etc.
• Ability to prioritize multiple tasks.
• Interpersonal effectiveness and strong verbal and written communication skills.
• Customer focus and good follow up skills.

IL Base Pay Range

$21 - $21 USD

• Competitive PTO including vacation, personal days, holidays, and sick time
• Berlin Shared Ownership Plan
• Profit sharing
• 401(k) with company match
• Health Savings Account (HSA)
• Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses
• Vision insurance options
• Paid parental leave for up to 12 weeks
• 529 college savings plan
• Employee Assistance Program for mental health and well-being
• Calm app to improve mental wellbeing
• Employee referral program
• Company-sponsored life insurance with optional voluntary life insurance
• Company-sponsored short- and long-term disability

At Berlin Packaging, we look at candidates’ skills but hire based on traits. 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 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.

Please note that any salary information shared is a general guideline only. Salaries are based on candidate skills, experience, and qualifications, as well as market and business considerations.

This position is not eligible for sponsorship.

Berlin Packaging maintains a smoke-free workplace.