Customer Care Representative in Chicago, Illinois at SCP RP Lower Holdco LLC

BACKGROUND

FirmaPak, Your Packaging FriendTM, is a rapidly growing packaging manufacturer committed to helping our customers succeed with high-quality, reliable, and customizable packaging solutions.

At FirmaPak, we are committed to providing a meaningful experience for all our team members. We invest in our people and our company, combining the best of a large organization with extensive resources and a business rooted in family values. Our strong culture fosters an environment that promotes growth — for our people, for our customers, and for our company.

POSITION SUMMARY

Ready for a rewarding opportunity? We’re looking for a Customer Care Representative to thrill our customers as they support day-to-day customer interactions. In this role, you’ll collaborate across departments to manage customer onboarding, customer order management, quality responses, price announcements, and other customer support.

At FirmaPak, we understand customer needs, do what we say, and respond to solve problems – a unique combination that we call our Firm(aPak) handshake. Our Net Promoter Score indicates that our approach resonates with customers – our thrill is 6 times the industry average. We are excited to add a Customer Care Representative who shares our passion for thrilling customers and can continue to elevate the level of service we provide.

KEY ACCOUNTABILITIES

• Provide exceptional customer service to accounts with an emphasis on general line packaging distributors and act as a liaison between FirmaPak and our customers.
• Review, track, and manage all internal activities from order placement through delivery, ensuring effective communication and customer thrill.
• Maintain and update sales records and customer information within CRM and ERP tools; prepare and review reports as needed.
• Partner with sales and finance to update customer pricing monthly.
• Partner with sales, scheduling, and operations teams to communicate with customers to submit orders, check pricing, item availability, and shipping.
• Conduct intake of customer quality concerns, gather relevant data, and coordinate with quality team to ensure proper response

KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor’s degree strongly preferred or equivalent experience.
• 2+ years in an account support role, with a customer centric mindset
• Experience in packaging a plus
• Demonstrated project management skills, including being highly organized and detail oriented.
• Demonstrates a strong work ethic and ability to learn.
• Excellent problem solving, decision making, and analytical skills.
• Strong interpersonal and communication skills, including written, verbal, and active listening.
• Strong time management skills; prioritize and follow up.
• Operates with a sense of urgency.
• High energy, positive attitude, and contributes to a positive team culture.
• Self-motivated; consistently strives to attain goals and seeks self-improvement.
• Technologically savvy with using Customer Relationship Management software, ERP systems, Excel, Word, and PowerPoint.

FIRMAPAK DIFFERENCE

• From your first day on the job, you are eligible for:
• Medical insurance, including an option for a company contribution to an employee HSA
• Dental and vision insurance
• 401K with company match
• Short-Term and Long-Term Disability
• Life Insurance
• Paid time off and holidays
• Internal promotion opportunities
• Bonuses based on company profitability
• Annual raises based on individual performance

We know the importance of creating a strong culture, and we live by our BOTTLE Core Values:

Be Customer Focused

Ownership Mindset

Teamwork

Trusted Partner

Learn Every Day

Excellence

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: Hybrid remote in Chicago, IL 60601

FirmaPak is an Equal Opportunity employer.