Customer Service Associate in Solon, Ohio at PACKAGING MATERIAL DIRECT INC

In this role you will be the first point of contact for customers, providing support through various channels such as phone, email and chats. You will assist with inquiries and resolve issues ensuring a positive customer experience. This position requires that the employee can read, write and communicate clearly. Requires ability to sit and concentrate for extended periods and familiarity with computers and phone systems.

Primary Responsibilities:

Handle incoming calls, emails, chat messages, and in-person orders

Identify problems, troubleshoot solutions, and ensure timely resolution while maintaining professionalism and empathy.

Enter orders, returns, exchanges, refunds, and payments accurately into company systems.

Update account information, document interactions, and ensure data accuracy in CRM systems.

Forward unresolved or technical matters to appropriate departments (e.g., billing, technical support, management).

Ensure compliance with internal guidelines, privacy standards, and industry regulations.

Work with other departments to improve processes and enhance customer experience.

• Associates or College degree is preferred
• Prior 3+ years’ experience in customers services is preferred
• Familiar with Microsoft Office, Outlook, P21 preferred or compatible ERP systems
• Self-motivated and determined to succeed in a performance-based role
• Ability to multi-task, prioritize and manage time effectively