Customer Service Representative

THE COMPANY

Trinity Packaging Supply is the first company to leverage proprietary software to connect over 300 distribution and manufacturing centers across North America to provide businesses with packaging’s largest catalog (over 80,000 custom and stock packaging supplies) — offered at low prices with next-day delivery.

Since 2010, Trinity has been the wholesale source of pallets and packaging supplies for manufacturers, retailers, and logistics companies across North America. We have a mindset of innovation, harnessing the power of state-of-the-art technology and our growing network of manufacturing and distribution partnerships to change how businesses think about packaging supplies.

After sustained hyper-growth, we are scaling our team and applying our dropship expertise to a new e-commerce platform. Similar to how Airbnb changed hospitality and Uber changed transportation, this will change the packaging industry forever.

THE CULTURE

At Trinity Packaging Supply, everyone is driven to win and do whatever is necessary to help push the company to new heights. The culture is about rising the tide that will lift all boats and growing the company into something greater. We believe each team member delivers unique value, and together we are a force for positive change in the world. Not only do we save our customers money, but we also have a lot of fun doing it. We walk the talk and have the awards to prove it.

THE OPPORTUNITY

This is a once-in-a-lifetime opportunity to join a company that is disrupting an entire industry and plays a key role in that success. As a bonus, Trinity is also one of Inc. Magazine's Best Workplaces in America (four-time winner!). The culture at Trinity Packaging Supply puts the team first which has directly contributed to the company’s growth.

Our authenticity and confidence are part of what makes the creative minds behind Trinity continue to innovate, serve, and connect with the real people behind the businesses we serve.

RESPONSIBILITIES

• Process purchase orders according to customer requirements and inventory requirements in the ERP system
• Obtain order confirmations, tracking, and ETA from suppliers and communicate to the customer
• Manage day-to-day activities for all orders, including communication with suppliers, customers, customer service, and supply chain teams as needed to ensure smooth order fulfillment
• Serve as a resource for customers for new products, services, and communication
• Resolve order problems in a timely manner and escalate as needed
• Schedule quarterly business reviews - proactively and regularly meet with customers seeking focused feedback
• Have a continuous improvement mindset by recommending and implementing more efficient, effective work processes
• Solve discrepancies in invoicing with vendors and customers
• Understand the needs of the customers and ensure that they are properly met by required deadlines
• Knowledge of ERP systems is a plus: Netsuite, Coupa, and have the ability to process orders and provide support and improvement as needed
• Forecast needs of the customer
• Responsible for coordination and communication of regional and national customers
• Be proactive and manage customer expectations
• Develop knowledge of suppliers' and customer needs and bring solutions that meet customer requirements
• Strong problem-solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analysis
• Manage projects with minimal oversight
• Provide tracking of project activity, progress information, and guidance to customers
• Utilize established policies, procedures, systems, and tools to ensure the maximum contribution
• Maintain accurate data and records of Sales Order, Purchase Order, Item Fulfillment, and inventory transactions in NetSuite and SupplyStream
• Continuously identify opportunities for process optimization and efficiency gains within the order fulfillment workflow, implementing improvements as needed.
• Create, lead, and support cross-functional projects and initiatives across various areas of Operations and assist with other operational tasks and projects as needed
• Preferred experience with EDI and support the supply chain team with vendor management
• Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company

QUALIFICATIONS & REQUIREMENTS

• Minimum 3 years of experience in Customer Service related roles
• Proficiency in Microsoft Office (Word and Excel) and Google Docs
• Experience with Enterprise Resource Planning (ERP) systems
• QuickBooks experience helpful (but not required)
• Proficiency with common customer success and customer relationship management software, such as Hubspot
• Creative and swift problem-solving skills
• Excellent verbal and written communication skills, organizational skills, time management, and attention to detail
• Ability to work independently with minimal supervision and manage multiple, often competing, priorities
• Bachelor's Degree preferred, but not required
• An Associates Degree is required.

BENEFITS & PERKS

Trinity Packaging Supply is a four-time winner of Inc. Best Workplaces because we put our team first. It's a "work hard, play hard" type of environment. A few of the employee perks that make us award-winning include:

• Medical, Dental, and Vision Insurance
• Vacation and Sick Time
• 1 Floating Holiday or your birthday off!
• Holidays
• 401k with employer 3% contribution
• Group term life insurance
• Voluntary life insurance
• Voluntary Short-Term Disability plan
• Office game areas
• Free snacks and drinks
• Gym memberships
• Convenient location close to major highways, restaurants, and shops

Compensation Range

$50,000 - $70,000 per year is the range for this position. The compensation range reflects the Company’s reasonable expectation at the time of posting. We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs.