A Customer Support Specialist, or CSS, will act as a liaison, provide product and services information, answer questions, and resolve with accuracy and efficiency any emerging problems that our customers may face. (This is meant to be a guide. Duties may vary dependent upon management.)

　　Essential Position Functions:Identify and assess customer needs in order to generate solutions that exceed expectations.Respond to customers with accurate and complete information by using system tools and resources.Build sustainable relationships and trust with customers through open and interactive communication.Respond to customers for inventory questions, quotes, and product availability.Manage customer complaints to provide situationally based solutions within the time limits and complete follow up to ensure resolution.Properly document all customer interactions.Follow communication best practice procedures.Go above and beyond to exceed customer expectations.Quickly learn and demonstrate a solid understanding of product specifications to better respond to customer inquiries.Other duties as assigned.Other duties as required.This job description is intended to describe the general nature, complexity and level of work to be performed by employees assigned to this position and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

　　Education and/or Experience:High school diploma or GED required.1-3 years of proven customer support experienceStrong phone contact handling skills and active listeningFamiliarity with CRM systems and practicesCustomer orientation and ability to adapt/respond to different customer situations.Excellent interpersonal and communication skillsAbility to multi-task, prioritize, and manage time effectively.Must have intermediate Microsoft Office (Word, Excel, Outlook) skills.Must be able to efficiently use a Windows-based computer.Ability to prioritize and complete assignments accurately and in a timely manner.Able to effectively handle multiple priorities with a strong attention to detail in a fast-paced environment.Strong interpersonal, organizational, oral and written communications skills.Must be able to read and communicate in English, for safe and effective performance of the job and business operations.Must be able to work alone, and with a team.Must be able to pass a drug screen and criminal background check.Work Environment:

　　The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Physical DemandsMay be required to walk and stand periodically for some duration during the day.Talk or hear, both in person and by telephoneReach with hands and arms.Specific vision requirements include close vision, distance vision and the ability to adjust focus.Lift up to 25 lbs.Mental DemandsRegularly required to use written and oral communication skills.Will interact regularly with managers and staff regarding building issues.Must be able to work independently with little supervision.Work EnvironmentEmployee works under typical office conditions, and the noise level is usually quiet.Mac Papers Packaging is an equal opportunity employer and makes employment decisions without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other protected category.

　　Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity