Customer Service Representative

Customer Service Representative I

If you are interested in working for a company who believes in adding value to their employees and customers, Burch Bottle & Packaging may be the place for you! We are looking to add a Customer Service Representative to our growing, world-class Customer Service team!

We believe in adding value to the lives of our employees, customers, & community! At Burch, we value teamwork, efficiency, accountability, diverse thinking, compassion, and communication.

Our mission is to provide high-quality packaging components at competitive prices while achieving speedy delivery and superior customer service! Our customer service team serves as the first point of contact for our customers and we strive to support all our customers no matter how big or small!

There's a lot to learn in the packaging industry, and we do not expect anyone to know it all from the start. You will receive on the job training where we will dive deep into product knowledge, navigating our ERP, and mastering all communication channels.

We are here to give you the tools in order to start and grow in your new career! Our employees enjoy a Monday-Friday schedule with weekends off, PTO accrual, and 14 paid days off to recognize holidays! Help us support our vision to be the leading distributor of the bottle and packaging industry while working to improve, enrich, and develop our customers, employees, and community!

Hourly non-exempt position

Hours:

8:30 am-5:00 pm Monday through Friday

• 5 paid sick days per year plus 1 added sick day after 1 full year
• Paid parental leave
• Company provided lunch before major holidays
• 14 paid days off to recognize holidays
• 360 rewards and recognition program
• Shadow program
• Vacation accrual
• Group health, dental, and vision insurance offered after 30 days
• Weekly pay
• Competitive salaries
• Simple IRA with up to 3% company match (offered after 1 year)

• Effectively manage many customer inquiries through a variety of channels including phone, email, website, live chat, and face-to-face interactions.
• Quietly and discreetly message or call employees who are requested by guests to see if they are available to meet with guests.
• Identify and assess customer needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication with customers.
• Provide accurate, valid, and complete information to customers, coworkers and management.
• Handle complaints, provide suitable solutions and alternatives within appropriate time limits.
• Follows up with customers to ensure resolutions of prior issues if applicable.
• Keeps records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines and policies.
• Goes the extra mile to engage customers, takes initiative to meet needs, and provide personalized support.
• Build strong relationships through clear communication and a solutions-focused approach.
• Answer/respond to emails, work-related text messages, and Teams chats in a timely manner
• Demonstrate and supports Burch Bottle’s mission, vision, and values.

• Proven customer support experience
• Familiarity with CRM systems and practices preferred
• Ability to adapt/respond to different types of inquiries and personalities
• High school degree or equivalent

• Excellent communication and presentation skills
• Strong interpersonal skills
• Professional phone skills
• Ability to multitask, prioritize, and manage time effectively
• Listening skills
• Positive attitude
• Ability to work under pressure
• General computer skills