Customer Service & E-Commerce Associate

Why Choose Us

Novolex is a leading manufacturer of food beverage and specialty packaging that supports multiple industries including foodservice restaurant delivery and carryout food processing grocery and retail and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin paper molded fiber aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories 250 brands and over 39000 SKUs.

Our Sustainability Commitment

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.

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.

Summary of Position

The Customer Service & E-Commerce Associate is involved in all facets of customer interactions and order processing serving as the first point of contact for customers. The primary responsibility is to create a positive experience for every customer by responding to all inquiries diligently and promptly. Equally important the CSR will perform order-related activities such as order entry from various sources customer sales support full life-cycle order management specific account creation and management and occasional coverage for team members out of office. The CSR will assist with other customer service functions and sales support activities as requested. The ideal candidate is a strong and confident self-starter who desires to be part of a small but fast-paced dynamic and unique team.

Reports To: Customer Service Supervisor

Essential Duties/Responsibilities

Purchase Order and customer account management; processing orders and invoices with accuracy developing rapport and ownership with key accounts/contacts

Perform accurate and ongoing audits of orders

Complete assigned tasks and projects

Creatively resolve customer inquiries concerns and answer questions by email and occasionally by phone

Ability to collaborate with multiple teams on projects to maintain daily operations

Become an expert on the Eco-Products product line with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State bans/restrictions

Research and resolve order issues in conjunction with our Logistics and Accounting departments

Create and manage RMAs and request Credit memos

Follow tax compliance procedures as they relate to Tax Exempt customers

Understand and assist in maintaining the team SOP library

Participate in other as-needed customer service and sales support activities

Commitment to Excellence strives to set exceptional performance standards for all tasks

Understanding customers needs and identifying sales opportunities

Identifying leads for new long-term sales opportunities

Develop accounts by checking customers buying history suggesting related and new items

Qualifications: Experience Competencies and Education

Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple e-commerce portals

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 ethic with a strong sense of urgency

Assertive in seeking answers to questions and willingness to respond to customers inquiries

Independently take initiative to solve problems and deliver results

Ability to clearly accurately and appropriately communicate with customers by email/phone

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 to achieve goals

Ability to multi-task in a fast-paced environment with high degree of accuracy

Ability to handle and process confidential information

Work Environment

Fast-paced multi-tasking with some level of distractions

Customer-oriented environment

Full-time non-exempt position: Business hours are Monday Friday 8:00 am 5:00 pm

Additional Responsibilities

The above is intended to describe the general requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties responsibilities or requirements. The omission of a specific statement of duties does not exclude them from the position.

What Youll Get From Us

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 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 MyLearning. Programs include company and industry training curricula support for formal education through the Tuition Reimbursement Program (Non-Union) and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Novolex is committed to providing equal employment opportunity in all employment practices including but not limited to selection hiring promotion transfer and compensation to all qualified applicants and employees without regard to age race color national origin sex pregnancy sexual orientation gender identity religion handicap or disability genetics citizenship status service member or veteran status or any other category protected by federal state or local law. Any individual who because of his or her disability needs an accommodation in connection with an aspect of the Companys application process should contact .

Formerly Pactiv Evergreen