Account Specialist - Level 2 / Customer Service - Hybrid

Shippers Supply is a growing packaging solutions company that has been providing customer solutions since 1928. We have an outstanding small company culture of teamwork, fun, professionalism and entrepreneurial spirit where YOU can make a difference!

The Account Specialist - Level 2 is responsible for providing exceptional customer service to both internal and external customers. This includes answering customer inquiries, resolving problems, and processing orders in an accurate and timely manner. This position works in partnership with Outside Sales Representative(s) to support assigned accounts and contribute to great customer relationships.

Position will be approximately 60% in the office and 40% remote after training period, depending on department needs.

Schedule: Monday - Friday, 8:30am-5:00pm

Key Accountabilities:

Customer Service: Provide exceptional customer service by responding to customer inquiries and resolving problems.

• Assist customers with placing orders, tracking shipments, and providing general product and service information.
• Resolve customer complaints and issues in a professional and efficient manner.
• Ensure customer satisfaction through effective communication and follow-up.
• Answer general calls and email inquiries for new or unassigned customers, escalating more complex inquiries to other internal resources.

Order Processing: Process customer orders accurately and in a timely manner

• Enter orders into the system and confirm pricing, availability, and delivery details.
• Coordinate order fulfillment and shipping logistics
• Process returns and issue appropriate credits or replacements.

Documentation and Reporting: Maintain accurate records and documentation related to customer interactions in

• Document customer inquiries, complaints, and resolutions in the system
• Generate general system reports as requested.

Product Knowledge: Develop and maintain a general understanding of the company's products and services.

• Stay up-to-date with product changes, new releases, and industry trends
• Provide product recommendations and cross-selling opportunities to customers.

Team Collaboration: Collaborate with internal teams to ensure customer needs are met.

• Communicate and coordinate with internal departments such as sales, operations, and purchasing.
• Provide feedback and suggestions for process improvements and customer-centric initiatives.

Other essential functions

• Continually look for ways to improve processes and systems to make them more efficient and effective.
• Comply with all company policies and procedures.
• Other duties as assigned.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Background checks and drug tests required.

Salary Transparency

The pay range for this position is $22-27/hour. Please note that the higher end of the pay range is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role. Most new hires typically start at the beginning of the pay range, with opportunities for growth and increases based on performance and tenure.

Knowledge, Skills and Abilities:

• High school diploma or equivalent.
• Must have at least three years of experience in a customer service role, demonstrating strong communication, problem-solving, and interpersonal skills.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.
• Detail-oriented and organized.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Basic math competencies, including unit conversion to support order processing and calculations.
• Analytical mindset with the ability to identify opportunities for improvement and growth.
• Ability to learn technical product knowledge.
• Self-motivated and eager to learn new technologies and processes.

Work Environment:

• This is an in-office position that requires working in a typical office environment
• Ability to work well under pressure and handle a high volume of customer inquiries and requests

Why Join our Team?

• Ability to make a positive impact on a growing organizations and its employees.
• Small team environment
• Health, dental and vision coverage (coverage starting 1st of month after hire date)
• Health Savings Account
• Company-paid life and AD&D insurance, and long term disability
• 401k with company match
• Positive company culture
• Profit Sharing
• Paid Holidays
• Paid Time Off (PTO) and Volunteer Time Off (VTO)
• Paid Parental Leave