ePac Flexible Packaging is a global flexible packaging company with locations across the United States, Canada, Europe, Australia, and Indonesia. Built on break-through digital technologies, ePac is at the crossroads of advanced technology and manufacturing. As a start-up in 2016, ePac began with a focus on helping small and medium sized brands compete with great packaging, and today serves thousands of brands of all sizes. In all corners of the world ePac operates, the company strives to serve the communities in which we reside and contribute to the creation of a more sustainable, circular economy.

　　SUMMARY OF POSITION

　　The ePac Customer Solutions Representative has primary responsibility as being the first point of contact for phone calls, emails, chat requests related to customer service needs.  In partnership and collaboration with the ePac Inside Sales team, the individual will ensure excellent customer satisfaction by quickly responding and  resolving routine customer inquiries, complaints, and problem resolution through timely, accurate and professional follow through.  This position reports to the Customer Solutions Manager.

　　The salary range for this full-time position is $24/hr plus depending on skills and experience.

　　This is primarily a remote role with occasional time spent in the office at our Boulder facility.

　　ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

　　Receives incoming customer service inquiries via phone call, email, or chat and responds with the resolution of issues in a timely manner in accordance with the guidelines set by the department

　　Maintain minimum standards for the department for quality and quantity of calls received

　　Build relationships with customers over the phone and through web communication to ensure an outstanding customer experience.

　　Completes detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).

　　Resolves independently or escalates issues affecting customer complaints and issues to the Customer Solutions Manager.

　　Follow and support the guidelines set by leadership to ensure overall goals are met

　　Communicates trends and suggestions for process improvement related to the customer solutions process to the Customer Solutions Manager.

　　Maintain basic understanding of essential aspects of ePac’s workflow, products, and business units to properly manage call flow.

　　NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

　　Assist with other projects as assigned.

　　JOB KNOWLEDGE, SKILLS & ABILITIES

　　Proficient use of a technology stack (CRM Tool-Salesforce, phone application, Chat Service Solution, Google Workspace)

　　Commitment to excellence and high standards in written and verbal communication

　　Ability to understand and interpret packaging requirements and customer initiatives to ensure more successful customer experience possible.

　　Excellent time management and multitasking skills 

　　Driven with a sense of urgency

　　Adaptable and flexible 

　　Great customer service skills and action oriented

　　Committed to meeting and exceeding goals 

　　Enjoys working with a team and identifying growth opportunities

　　Ability to perform diversified clerical and technical support functions

　　Ability to effectively communicate through multiple channels of media

　　Strong listening and comprehension skills

　　Demonstrates empathy while maximizing opportunities to build rapport with the customer

　　EXPERIENCE AND EDUCATION

　　Minimum 2-3 years customer success or inside sales experience 

　　Flexible packaging knowledge a plus but not required

　　CRM experience required ( Salesforce.com preferred)

　　Experience in Google Workspace

　　WORK ENVIRONMENT

　　ePac is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf)

　　Powered by JazzHR