Customer Service Representative

Build your Career with an Industry Leader

As the global leader of premium labels, MCC helps brands stand out in competitive markets and inspire positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference.

The Customer Service Team delivers MCC's World Class Service model by providing clear, concise and timely information regarding our customers purchase orders and shipments. This requires obtaining and utilizing an in-depth knowledge of our customer's and products that we produce for them. This will be achieved by demonstrating analytical thinking, comprehending the use of Fort Dearborn's business systems and exceptional communication skills.

Why work at MCC:

• Compensation: $20.00-$25.00 per hour
• Generous benefits package including medical, dental, vision, disability, life insurance and 401(k)
• Paid Holidays: New Years, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, plus two floating holidays

Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
• Assist customers with product information, pricing, availability, and order status.
• Resolve customer complaints and issues promptly and effectively, escalating to management when necessary.
• Process orders, returns, and exchanges accurately and efficiently.
• Maintain up-to-date knowledge of company products, services, and policies.
• Collaborate with other departments within the plant to achieve plant goals and ensure a seamless customer experience.
• Provide feedback to management on customer concerns, trends, and suggestions for improvement.
• Meet and exceed performance goals for customer satisfaction, response time, and resolution rate.
• Maintain accurate records of customer interactions and transactions using our CRM system.
• Demonstrates the ability to be a "good team player" by assisting other people within the plant when needed.
• Exhibits understanding and appreciation of opposing perspectives on issues and adapts an approach as the situation changes.
• Administrative duties such as filing may be required from time to time.
• Participates in special projects and performs other duties as assigned.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Previous customer service experience preferred. Experience in printing or manufacturing preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office and CRM software.
• Ability to remain calm and composed under pressure.
• Positive attitude and willingness to learn.
• Ability to work effectively both independently and as part of a team.

Diversity & Inclusion:

MCC fosters an inclusive culture that respects and embraces our teammates' diverse backgrounds and experiences, so that everyone can achieve their full potential here. We aspire for our company to truly reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for everyone, regardless of peoples' gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin or other characteristics.

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