Customer Support Representative (CSR)

Job Summary:

We are seeking a proactive and customer-focused Customer Support Representative to join our packaging material team. The role involves managing customer inquiries, processing orders, handling complaints, and ensuring seamless coordination between clients, sales, and production departments. The ideal candidate will have strong communication skills, attention to detail, and a customer-first attitude to deliver exceptional service.

Key Responsibilities:

• Act as the first point of contact for customers regarding inquiries, quotations, and orders for packaging materials.
• Manage customer communication through phone, email, and in-person visits (if required).
• Accurately process sales orders, coordinate with production, and ensure timely delivery of materials.
• Maintain up-to-date knowledge of company products (cartons, boxes, flexible packaging, tapes, etc.) to provide accurate information and recommendations.
• Track orders and provide customers with status updates.
• Resolve customer complaints efficiently, escalating complex issues to the relevant departments.
• Build and maintain strong, long-term relationships with clients by providing professional after-sales support.
• Collaborate with sales, logistics, and finance teams to ensure smooth operations and customer satisfaction.
• Keep records of customer interactions, transactions, feedback, and issues in the CRM or ERP system.
• Identify opportunities for upselling and cross-selling packaging products.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Marketing, Supply Chain, or a related field (preferred).
• Proven experience as a Customer Support Representative, preferably in manufacturing, packaging, or B2B sales.
• Strong verbal and written communication skills.
• Proficiency in MS Office and experience with ERP/CRM systems.
• Ability to handle multiple tasks and prioritize under pressure.
• Strong problem-solving skills and a customer-oriented mindset.
• Team player with good coordination skills between departments.

Key Competencies:

• Customer Service Excellence
• Order Management & Follow-Up
• Product Knowledge (Packaging Materials)
• Communication & Negotiation Skills
• Attention to Detail
• Complaint Resolution
• Time Management

Benefits:

• Competitive salary package
• Performance-based incentives/bonuses
• Opportunities for career growth within the packaging industry
• Professional training and development
• Supportive work environment

Location: Lahore

Salary: Rs. 25,000 - 40,000, KPI bonus along with sales Commission

Job Type: Night Shift ( 8pm - 5 am) Full-time

Job Type: Full-time

Pay: Rs25,000.00 - Rs40,000.00 per month

Work Location: In person