Associate Customer Care Representative

Description

As a Safco Associate Customer Service Representative, you will play a crucial role in ensuring customer satisfaction by addressing and resolving various concerns and issues. You will be responsible for investigating problems, communicating effectively with customers, and implementing solutions to ensure a positive customer experience.

This position is a full-time position located at our New Hope, MN headquarters.

DUTIES AND RESPONSIBILITIES

• Proactively identify and analyze customer issues through various channels, such as emails or phone calls. Conduct thorough investigations to understand the root causes of customer issues.
• Collaborate with other departments to gather information and insights regarding customer concerns. Work closely with cross-functional teams, including customer service, product development, quality assurance and finance to resolve complex issues.
• Analyze data and customer feedback to identify patterns and trends that may indicate systemic problems.
• Communicate with customers professionally and empathetically to gather additional information about their concerns.
• Provide clear and concise updates to customers on the status of their reported issues in a timely manner.
• Share insights and feedback with the Manager and team to contribute to continuous improvement.
• Propose and implement effective solutions to resolve customer issues promptly.
• Ensure that solutions align with company policies and standards.
• Maintain detailed and accurate records of customer interactions, investigations, and resolutions.
• Other duties, as assigned.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• A high school diploma or GED equivalent
• Past experience in customer service.
• Strong communication and interpersonal skills.
• Ability to investigate and analyze complex issues.
• Problem-solving skills and the ability to think critically under pressure while maintaining an upbeat attitude.
• Ability to collaborate effectively with cross-functional teams.
• Knowledge of the industry and company products/services.
• Self-Starter, willing to take issue and solve with little supervision.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS

• An Associate degree in Business Administration or equivalent.
• Knowledge and experience in JD Edwards.

COMPENSATION & BENEFITS

The starting pay range for this position is $21-$26 per hour. The compensation posted is the anticipated pay for the position at the time of the posting. We may pay above or below posted amount based on several factors, including, but not limited to education and/or certifications, skills, experience, or work location. Some positions may qualify for additional compensation in the form of bonuses.

At LDI, we are pleased to provide employees with a comprehensive benefits package including health/dental/vision insurance options; paid time off; 10 paid holidays; 401(k) plus company matching and annual discretionary profit sharing; flexible spending and health savings account options; life and disability insurance; tuition assistance; wellness and mental health resources, and financial advising services. Eligibility in benefit programs is based on hours worked per week.

PHYSICAL REQUIREMENTS

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

• Regular sitting, standing, and walking throughout the day to accomplish tasks
• Manual and finger dexterity used regularly with some repetitive finger motions
• Ability to work in front of a computer screen for long periods of time
• Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus
• Hearing and speaking
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

ABOUT OUR COMPANY

Comprised of multiple companies with headquarters in New Hope, Minnesota,Liberty Diversified International (LDI)is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.

Since 1918, our values - Caring, Innovation, Trust and Excellence - have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and solutions for our customers. The LDI family of companies includesLiberty Packaging, Liberty Paper, Liberty Plastics (Custom SolutionsandQuarrix Building Products) and Safco.

Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.