B2B Customer Support Specialist
Company: Shorr Packaging Corp.
Location: Aurora
Posted on: June 1, 2025
Job Description:
Description Together, We Own it! Start your employee owner journey
with Shorr Packaging.The Custom Support Specialist provides a
positive brand experience for existing and potential customers as a
key liaison between Shorr and our valued customers. Through close
collaboration with a variety of internal and external stakeholders,
this individual ensures that our business and sales strategies are
executed through daily interactions with our customers. The
Customer Support Specialist is critical to Shorr's success as they
are a front-line resource for our customers and can greatly impact
customer experience, retention, and loyalty.Responsibilities
Handle customer inquiries on product,
price, and lead-time with a drive for first contact
resolution.Research new items and product substitutions to ensure
smooth customer experience.Build credibility and trust with
assigned customers while influencing buying decisions and
customer-focused solutionsManage customer cases in Sxe and CRM
systems ensuring timely resolution Liaise with sales and operations
to support new customer onboarding process from account creation to
post-delivery ensuring high customer satisfaction.Create and
maintain customer profiles and account notes in Sxe and CRMMonitor
customer-owned and slow-moving inventory levels in coordination
with sales to ensure billing and shipment is on track.Work with
sales and customer to upsell, cross-sell, and move E&O
inventory.Problem Resolution:Investigate and resolve customer
complaints while capturing details in Shorr's CRM system.Process
invoice corrections, product replacements, and returns in SXe
system while ensuring customer satisfaction.Investigate customer
inquiries and provide solutions in a timely manner.Monitor internal
reports to ensure customer deliverables are met.Price Management &
Quote Support:Set up and maintain price records at the direction of
sales team.Monitor product margin fluctuations and alert sales team
to fluctuations. Process quotes in SQM when support is needed from
Account Executive.Other duties may be assigned.Shorr Packaging does
not provide work authorization sponsorship for this position.The
targeted compensation for this position is between $24 - $28/hour
plus targeted bonus, depending on skills and experience of the
selected candidate.Requirements
Associates Degree or equivalent
experience required2 years of previous work experience in a
Business to Business customer support related role in the packaging
or related industryExperience with MS Word, Excel and
Outlook.Passion for being a Shorr brand ambassador and delivering
an excellent customer experience or demonstrated ability having
done so in another B2B customer support environment.Demonstrated
customer-focused problem solver with strong desire for
accountability.Demonstrated ability to be adaptable and thrive in a
fast-paced environment with constant change.Ability to collaborate
cross-functionally by communicating critical details to enhance
customer experience.Strong time-management with ability to
effectively prioritize multiple requests and pressures.Knowledge of
ERP, CRM, and ecommerce platforms.Prior experience using MS
Outlook, Word, and Excel.Benefits
- Together, We Own It!Comprehensive
Employee Benefits: Competitive hourly rate plus targeted annual
bonus plan401K plan plus matchingTeam based Employee Owner company
cultureShorr Packaging Corp is an equal-opportunity employer. It is
the policy of Shorr Packaging Corp to afford full Equal Employment
Opportunity, and all applicants will receive consideration for
employment without regard to protected veteran status or disability
status or any other legally protected status.
Keywords: Shorr Packaging Corp., Glenview , B2B Customer Support Specialist, Sales , Aurora, Illinois
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