Customer Service Distribution Representative

Position Overview

Phenix is a full-service food packaging film supplier with printing and warehousing capabilities, offering high-quality flexible and rigid food packaging, custom printing, and equipment service, sales and maintenance. We are fanatical about response, doing the right thing and owning up to it by providing excellent customer service supported by teamwork and company growth. In this full-time role as a Customer Service Distribution Representative, you will ensure customer satisfaction, provide support to customers, as well as the sales and operations teams, and enhance the overall customer service experience on a day-to-day basis.

Key Responsibilities

• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collect and enter orders for new or additional products.
• Field customer questions and complaints and forward complex issues to the appropriate specialist or staff while remaining engaged.
• Ensure timely resolution of customer challenges and concerns.
• Maintain customer accounts and record details of inquiries, complaints, or comments.
• Onboard new customers efficiently.
• Ensure accurate and timely order entry, quote generation, purchase order generation, and invoicing.
• Proactively communicate shipment and delivery dates to stakeholders.
• Manage inventory levels for designated customers to prevent stock outs while balancing company goals.
• Provide customer reporting such as inventory level reports as needed.
• Participate in weekly customer and sales update calls.
• Provide regulatory documents as requested by customers.
• Perform other related duties as assigned.

Required Qualifications

• Bachelor’s degree or five to seven years of customer service experience, preferably in a distribution capacity.
• Proven ability to manage large, high-profile accounts with multiple product lines generating revenue of $1,000,000.
• Excellent communication skills with active listening and curiosity.
• Service-oriented mindset with a strong ability to resolve customer complaints professionally and calmly.
• Strong interpersonal skills and keen attention to detail.
• Excellent time management skills with a proven track record of meeting deadlines.
• Ability to inspire teamwork and cooperation across multiple teams.
• Exceptional organizational skills to support multiple projects simultaneously.
• Proficient with computers and quick to learn new software.

Benefits & Perks

• Private health, dental, vision, and voluntary life insurance plans
• Participation in a 100% employee-owned ESOP
• Company-paid life insurance, short-term, and long-term disability
• Paid PTO and company-paid holidays
• 401(k) matching