What you'll be doing: Address and resolve customer questions and concerns via phone, email, and chat. Manage and resolve escalated customer issues with professionalism and efficiency. Mentor and support junior customer service representatives, offering advice and assistance as needed. Accurately document customer interactions and transactions in the company's CRM system. Work closely with other departments to ensure a seamless customer experience. Analyze customer feedback and identify trends to improve service quality and customer satisfaction. Keep up-to-date with product knowledge, company policies, and industry best practices. Additional Responsibilities as Assigned. We’d love to hear from you if: Prefer Bachelor's degree in a related field is preferred but not required. Minimum of 3-5 years in a customer service role, with at least 1-2 years in a senior or supervisory position. Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. Demonstrated commitment to providing outstanding customer service. Proficiency in using CRM software and other customer service tools. Ability to work effectively in a team environment and collaborate with colleagues. Flexibility to adapt to changing priorities and handle multiple tasks simultaneously. #LI-FC1 We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic. Founded in 1899, Sonoco (NYSE: SON) is a global leader in value-added, sustainable metal and fiber consumer and industrial packaging. The Company is now a multi-billion-dollar enterprise with approximately 22,500 employees working in 270 operations in 40 countries, serving some of the world’s best-known brands. Guided by our purpose of Better Packaging. Better Life., we strive to foster a culture of innovation, collaboration and excellence to provide solutions that better serve all our stakeholders and support a more sustainable future. Sonoco was proudly named one of America’s Most Responsible Companies by Newsweek. Sonoco Privacy Policy