Customer Service Distribution Representative

Phenix is a full-service food packaging film supplier with printing and warehousing capabilities. Our offerings include high-quality flexible and rigid food packaging, custom printing, and equipment service, sales and maintenance. Thanks to our network of printing partners and warehouses, we’re able to print, store, and deliver what the customer needs regardless of their location.

We are fanatical about response; we do the right thing, and we own it. To accomplish these three tenets, we provide excellent customer service while focusing on teamwork and company growth.

JOB SUMMARY

This is a full‑time role for a Customer Service Distribution Representative. This position will be responsible for ensuring customer satisfaction, providing support to the customer, sales and other teams as needed and enhancing the overall customer service experience on a day‑to‑day basis.

ROLE 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; when the issue is beyond the representative’s knowledge, forward to the assigned specialist or other appropriate staff while remaining engaged.
• Ensure that appropriate actions are taken to resolve customers’ challenges and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Be responsible for onboarding new customers.
• Be responsible for accurate and timely order entry, quote generation, purchase order generation and invoicing.
• Proactively communicate shipment dates and delivery dates to stakeholders.
• Manage inventory levels for designated customers to ensure no stock outs balanced against company goals.
• Supply customer reporting as needed, such as inventory level reports.
• Participate in weekly customer update calls and sales update calls.
• Provide customer‑requested regulatory documents as requested.
• Perform other related duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s degree or five to seven years of customer service experience required, preferably working in a distribution capacity.
• Ability to manage large, pivotal, high‑profile accounts with multiple product lines generating revenue of $1,000,000.
• Excellent communication skills, including active listening and curiosity.
• Service‑oriented with the ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Excellent interpersonal and customer skills with attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Respectful of all and ability to inspire work and cooperation with multiple teams.
• Exceptional organizational skills to support multiple projects.
• Proficient computer skills with the ability to learn software.

BENEFITS

• Private health, dental, vision and voluntary life insurance plans
• Participation in 100% employee‑owned ESOP
• Company paid life insurance, short‑term and long‑term disability