Customer Engagement Specialist
Georgia-Pacific is seeking a Customer Engagement Specialist for our Consumer Products business to foster a community of loyal GP PRO customers by enhancing their overall experience. We’re looking for a highly skilled, customer-centric individual to join our team. This role involves managing a large volume of inbound interactions, troubleshooting, and representing our product portfolio. As a business liaison for capturing the voice of the customer, this individual must possess excellent communication and interpersonal skills and be enthusiastic about driving customer satisfaction. The ideal candidate excels in a fast-paced environment where adaptability, quick learning, and problem-solving are fundamental.
About the role
Join us to reinforce why GP PRO’s products and services are differentiated in the industry through exceptional customer care. The GPXpress team is a sales support team that assists distribution partners, sales employees, and end-user customers through the utilization of online tools. We’re a highly collaborative group that works together to enhance sales and provide superior customer satisfaction.
This role offers a hybrid schedule: 2 days remote and 3 days in the Green Bay, WI office (subject to change based on business need). There will be opportunities to travel to other locations to provide onsite support (about 10% travel).
Responsibilities
- Answer inbound customer calls and other interactions in a prompt and professional manner
- Actively listen to customer concerns, understand their needs, and provide resolution
- Provide accurate information about products, services, policies, and procedures
- Process orders, complaints, returns, and other transactions as required
- Upsell or cross-sell products and services when appropriate
- Provide assistance to customers regarding product usage or troubleshooting
- Maintain detailed customer records within the Salesforce CRM system
- Adhere to established department guidelines and quality standards
Requirements
- High school diploma or higher
- 3 or more years of customer service experience
- Experience working with Microsoft Office products
- Data entry experience
Qualifications
What will put you ahead:
- Experience with Salesforce® or other CRM tools
- Lead generation experience
- Inside sales experience
- Bilingual in English and Spanish
About Us
As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products, and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day—to make everyday products even better.
At Koch, employees are empowered to do what they do best to make life better. Our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength—focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes:
- Medical, dental, and vision insurance
- Flexible spending and health savings accounts
- Life insurance, ADD, and disability coverage
- Retirement plans
- Paid vacation/time off
- Educational assistance
- Infertility assistance (eligibility criteria apply)
- Paid parental leave and adoption assistance (eligibility criteria apply)
Specific eligibility criteria are set by the applicable Summary Plan Description, policy, or guideline, and benefits may vary by geographic region.