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customer service representative - call centre

Title posted on indeed.com - Customer Service Representative

Posted on May 26, 2025 by Employer details Polynova Industries

Job details

*Customer Service Representative* *Location:* Richmond, BC *Job Summary* Polynova Industries, a leader in flexible packaging solutions for the food, healthcare, and pet industries, is seeking a motivated and enthusiastic *Customer Service Representative* to join our dynamic team. This role is pivotal in ensuring our customers ? from major food producers to niche specialty brands ? receive top-tier support when it comes to their custom packaging needs, including roll stock, stand-up pouches, vacuum pouches, and more. The ideal candidate will not only provide exceptional service but also act as a knowledgeable resource on our products and capabilities, helping customers navigate everything from technical questions to order tracking. You?ll be joining a company known for quick lead times, high-quality printing, competitive pricing, and a commitment to sustainable packaging solutions. *Key Responsibilities* ? Respond to customer inquiries via phone, email, and chat in a timely and professional manner, ensuring every interaction reflects Polynova?s commitment to excellence. ? Use effective communication and phone etiquette to provide a positive customer experience, particularly when explaining technical details like packaging structures, materials, and order specifications. ? Assist customers with product details (e.g., film thickness, coex vs. laminated structures, recyclable or compostable options), order statuses, delivery timelines, and troubleshooting. ? Identify upselling opportunities by understanding customer needs and recommending suitable Polynova products or services, including sustainable packaging upgrades or new product offerings. ? Perform accurate data entry of customer interactions, orders, and updates in the company?s systems. ? Analyze customer feedback to continuously improve service delivery and help shape Polynova?s customer experience strategies. ? Work closely with the sales and production teams to resolve complex issues, including technical product concerns or custom order challenges. ? Maintain detailed records of all customer interactions in the company database to ensure smooth cross-team collaboration. *Experience & Skills* ? Previous experience in a customer service or B2B sales support role, preferably within manufacturing, packaging, or related industries. ? Strong written and verbal communication skills, with the ability to clearly explain technical and product-related details. ? Familiarity with data entry systems, ERP software, or CRM platforms (experience with manufacturing systems is a plus). ? A proactive and positive attitude, with a commitment to delivering the high-quality service that Polynova?s customers expect. ? An ability to multitask, prioritize, and work in a fast-paced environment where meeting tight deadlines is key. ? Knowledge or interest in sustainability trends, packaging materials, or food safety certifications (like BRCGS) is a plus. *Why Join Polynova?* At Polynova Industries, we don?t just make packaging ? we help shape the future of sustainable, high-performance flexible packaging. You?ll join a supportive team where your contributions matter, your ideas are heard, and your career can grow alongside a thriving Canadian manufacturer making waves across North America. Job Type: Full-time Pay: $19.00-$25.00 per hour Expected hours: 40 per week Benefits: * Casual dress * Company events * Company pension * Dental care * Disability insurance * Extended health care * On-site parking * Vision care Flexible language requirement: * French not required Schedule: * 8 hour shift * Monday to Friday Application question(s): * Are you eligible to work in Canada (Canadian citizen, PR or Work Permit) Work Location: In person