Customer Support Specialist

Description

Join Our Team:

Are you ready to make a difference in customer satisfaction? We're excited to offer an entry-level Customer Support Specialist role that supports our Customer Service team in delivering exceptional service. This position involves assisting with order entry, communicating with customers, and collaborating with internal teams to ensure smooth customer interactions.

About you 

At Accord Carton, our passion is helping clients bring their products to life through unique, high-quality packaging. Since 1940, we have continued to improve our process and find new and innovative ways to serve our clients. Now, imagine being part of that legacy! Are you a detail-oriented individual with a great work ethic? Do you enjoy working in a fast-paced environment where your contributions directly impact the bottom line? See your work come to life on store shelves and know you played a part in a product’s success story. If you value teamwork and appreciate opportunities for professional growth, we want you in our family!

  Responsibilities 

• Assist the senior customer service team with customer and sales inquiries in a prompt, courteous, efficient manner via phone and email
• Organize workflow and order information requirements to meet customer demands
• Work within the ERP system to enter information necessary to build the orders
• Assist with building and maintaining customer files
• Keep production estimates confidential, secure and available for retrieval
• Follow up regularly with internal and external customers to ensure timely resolution and efficient order processing
• Attend production and customer service department meetings as required
• Function as the ‘voice of the customer’ when working with the manufacturing department
• Assist proactively in engagement with senior customer service team to gather any missing information necessary for order processing
• Wear PPE when required or needed and follow all safety, sanitation and quality procedures
• Any other appropriate work assignments as required

Requirements

• Minimum of two years of customer service experience with at least one year in a supply chain, manufacturing or distribution environment highly preferred
• Able to determine customer needs and relate them to the production processes
• Able to perform multiple tasks efficiently, under pressure, and with a sense of urgency
• Must be accurate with an eye for detail
• Able to work independently under general supervision by the senior customer service team
• Above average verbal and written communication skills
• General knowledge of ERP (Enterprise Resource Planning) systems, Epicor a plus
• Intermediate skills in Microsoft Outlook as email communications are used daily
• High school diploma or equivalent

Benefits & Perks

• Medical Insurance – We provide a choice of three medical plans. All three plans provide comprehensive medical and prescription drug coverage. The plans also offer many resources and tools to help you maintain a healthy lifestyle. 
• Dental Insurance – Our dental plans offer you the freedom and flexibility to use the dentist of your choice. Our dental insurance covers routine checkups, cleanings, and other necessary dental procedures.
• Vision Insurance – We provide vision insurance that helps cover the costs of eye exams, glasses, and contact lenses.
• Health Savings Account (HSA) – Our benefits package includes a Health Savings Account (HSA), giving you a tax-advantaged way to pay for qualified medical costs and save for future healthcare needs.
• Flexible Spending Accounts - We offer two types of Flexible Spending Accounts (FSAs): a Medical FSA to cover eligible healthcare costs, and a Dependent Care FSA to help with childcare or elder care expenses. Both allow you to set aside pre-tax funds.
• Life Insurance and AD&D – We provide basic life insurance coverage for all employees at no cost. You also have the option to purchase supplemental life insurance for yourself, your spouse, and your children. 
• Disability Insurance – To protect your income in case of illness or injury, we offer both short-term and long-term disability insurance, fully paid for by the company. You can also choose to purchase additional short-term disability coverage for even greater financial security.
• Commuter Benefits – We offer commuter benefits that allow you to use pre-tax dollars to pay for eligible transportation expenses like transit passes, carpooling, and parking. 
• Employee Assistance Program – Life is full of challenges and sometimes balancing them is difficult. We are proud to provide a confidential program dedicated to supporting the emotional health and well-being of our employees and their families.
• Vacation Time – We believe in the importance of work-life balance and provide paid vacation time to all employees. The amount of vacation time you accrue increases with your tenure at the company.
• Personal Time – Exempt employees receive paid personal time to use for short-term absences due to personal needs, appointments, or other unexpected events. This time is separate from vacation time.
• 401K Retirement – We offer a 401(k) plan to help you build a secure retirement. You can contribute a portion of your paycheck on a pre-tax or Roth basis, and we also provide a company match to further boost your savings.
• Paid Parental Leave – We offer paid parental leave to eligible employees following the birth or adoption of a child, providing time to bond with and care for your new family member.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.