What We Do

Essentra is a leading provider of essential components and solutions. Every day we produce and distribute millions of small but essential products.

Our international network extends to 28 countries, with headquarters in the United Kingdom and includes 14 manufacturing facilities, 24 distribution centers and 33 sales & service centers.

At the center of everything is our purpose, to responsibly provide the products and services our customers need to succeed. Put simply, our purpose is why we exist as a company. Many companies claim to be changing the world; we don’t. But we da make a powerful difference to our customers. We make it work. Every one of us. Every day.

Job Description

The Customer Service Representative will be responsible for the handling of incoming orders via e-mail or phone and responding to basic inquiries as they gain experience with the company's products and services. The CSR will be expected to deliver a ‘Hassle Free’ experience to our customers on day-to-day basis. This is a hybrid job that requires working in the office 3 days per week. Standard work hours are 8:00am-5:00pm.

Typical Accountabilities

• Process orders, blanket orders (multiple releases of the same item), and release schedules in order entry system.

• Review orders for availability, accuracy and pricing.

• Inform customers of shipping date and any possible delays.

• Answer customer phone calls and make outbound calls to customers for questions on orders, account, etc.

• Process standard quotes working with other team members as needed.

• Meet standard KPI's for the day in terms of taking orders and responding to customer inquiries and requests.

• Communicate clearly over the phone and via email and exemplify strong teamwork both internally & externally.

• Cooperate with other members of the team to meet customers’ needs.

• Maintain the highest standards of safety in the office and hold others to the same standard.

• Identify and assess customers’ needs to achieve satisfaction.

• Respond to customer inquiries within 2 hours.

• Meet daily metrics set for the CSR team in terms of calls taken and customer interactions per day.

• Perform other related job duties as assigned.

Qualifications:

• At least 1 year of related work experience and high school diploma required. Prefer candidates who have worked in customer service for a manufacturing or distribution company, but that is not required.
• Problem-solving skills.
• Basic to mid-level math and analytical skills.
• Proficient in Microsoft Office (Outlook, Excel, Outlook, Teams, and Word).
• Handles customer service inquiries with a sense of urgency.
• Must act with openness, honesty, and integrity.
• Must be detail oriented and accurate.
• Must have strong verbal and written communication skills.
• Must be patient, empathetic and be able to put oneself in the customers’ shoes.
• Must be a positive thinker and team player, along with a can-do attitude.
• Provides “Hassle-Free Customer Service”.
• Exemplifies Essentra’s health, safety and employee engagement culture.
• Experience documenting processes is desired but not required.

What We Offer:

Competitive hourly pay rate, bonus incentive, full benefits package, and generous time off.