Customer Service Rep

Headquartered in Oak Brook, Illinois, with plants strategically located across the USA, Novipax is safeguarding the future by partnering with fresh protein and produce processors, grocery retailers, foodservice providers, packaging distributors, and healthcare providers to deliver absorbent solutions that protect packaged fresh food and healthcare professionals and patients. Novipax manufactures a suite of category-leading absorbents, including Dri-Loc, Pad-Loc, Multi-Loc and Prep Pads, and the revolutionary active absorbents Dri-Loc XtendaPak and UltraZap XtendaPak.

We believe in Protecting the Things That Matter Most. This is a workplace where your team members have your back—and are pulling for you to succeed. Where family comes first and community counts. If there’s one thing that defines the Novipax team, it’s that we win together.

POSITION SUMMARY:
Novipax, the market leader of absorbent pad solutions in the United States, is looking to add a Customer Service Representative to its Crew.
The primary function of the Customer Service Representative is to help the company retain customers and attract new customers acting as a critical liaison between the customer, sales, and operations teams. The Customer Service Representative will receive, and process routine customer orders, inquiries, and/or customer issues related to orders and will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.
The ideal candidate will be a great communicator, a natural problem solver, and exude a high level of energy.

RESPONSIBILITES / DUTIES:

• Represent Novipax values and deliver excellent customer service through each interaction.
• Ensure all customer interactions are handled professionally and promptly.
• Create, strengthen, and maintain customer-specific relationships
• Record, organize, and process orders and/or inquiries received by EDI, telephone, or email following expectation guidelines set by Standard Work.
• Run customized reports and share data with customers and sales team as needed.
• Provide pricing, inventory availability and production schedule information to customers.
• Proactively work with plants to track order activity and alert appropriate customer contact of any potential delivery challenges.
• Partner with Quality Manager to resolve customer issues; following the RMA process for root-cause corrective action and credit payment.
• Process sample requests, quality notifications from customers to support Sales Team when needed.
• Suggest alternative products or services to meet customer needs when appropriate.
• Serve as a connection between customers and sales team to ensure responsiveness and customer satisfaction.
• Track warehouse inventories and update customers on order status.
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution.

Experience and Competencies:

• High School diploma or G.E.D.
• Proficiency in MS Office Suite and ERP.
• Must have 2 years of customer service-related work experience.
• Previous experience in manufacturing industry is preferred.
• Demonstrate a customer-oriented mindset, while optimizing business strategies and initiatives.
• Demonstrate collaboration and teaming skills across functions and continuous improvement to resolve issues and achieve organizational goals.
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions.

Novipax is successful because of the diversity of our talented Crew. We are an equal opportunity employer and consider and embrace individuals and what makes them, them. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with competitive compensation, comprehensive benefits, opportunities for career development, and a balance. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.