Customer Support Specialist

2 months ago


Ajax, Canada Malpack Ltd. Full time

Malpack Ltd. is looking for energetic and motivated Customer Support Specialists to join our growing Company.

**Company Description**

Malpack Ltd. (Malpack) is an industry leader and innovator in stretch film solutions in North America. Malpack has a legacy dating back to its origins in 1972 as a polybag manufacturer. It started production of plastic films in 1997 and is a leading producer and supplier of premium load security solutions based on High Performance stretch film to customers within distribution, beverage, food, consumer goods, e-commerce, and other industrial packaging. The Company has a strong market position in US and Canada. Turnover of Malpack is ~240 MEUR with a total of +260 employees. Head office and production is in Ajax, Ontario, Canada, with distribution centres located across North America. In 2023, Malpack was acquired by Trioworld Group, leading producer of sustainable packaging solutions founded in 1965.

Malpack been at the forefront of innovation and development in the film industry with our commitment to providing high quality products and superior customer satisfaction.

**Core Values**

At Malpack, we are committed to re-thinking plastic and becoming number one in circularity within the flexible packaging industry. Together with our partners and customers, we want to be a leader who actively pushes the industry forward, changing it for the better.

Sustainability is at the heart of everything we do. It is the driving force for our business and our people. We push boundaries of what is possible through product innovation, and we take responsibility for our operation, economically, socially, and environmentally.

**What’s in it for you**:

- A culture of innovation, sustainability & empowerment
- The opportunity to work with an enthusiastic and energetic team
- Competitive salary and access to Group Benefits that serve the needs of you and your family and foster a culture of wellness
- Additional benefits and amenities, including paid time-off programs (vacation, sick/personal leave, and holidays)
- Fun, supportive corporate environment including social events and a weekly catered lunch
- Ongoing support, mentoring and professional development opportunities
- Practical, hands-on experience with opportunities for career growth

**Responsibilities**

**This full-time onsite position** involves managing customer queries and complaints. You will be tasked with processing orders, modifications, and escalating complaints across multiple communication channels.

A key indicator of success in this role is demonstrating your ability to remain calm while resolving customer issues.

**Essential Responsibilities**:

- Maintaining a positive, empathetic and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through complaints
- Acknowledging and resolving customer complaints
- Maintain full knowledge and continuously learn all details about our products
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
- Help Customers with questions regarding product and order status
- Process orders (receive, price and confirm with in a 24-hour time period)
- Hold a role in sales by helping customers understand our products
- Communicating with Canadian and US Sales team regarding upcoming orders and pricing

**Qualifications & Requirements**:

- High school diploma, general education degree or equivalent
- **MUST HAVE: Prior experience in manufacturing customer service**:

- Able to effectively communicate both verbally and in writing with all levels of the organization as well as external stakeholders
- A positive attitude and willingness to continuously develop your skills
- Ability to work well as part of a team and is outgoing, versatile, enthusiastic and charismatic
- The ability to adapt in a rapidly changing environment
- Self-starter with enthusiasm to grow within a company
- **Strong proficiency with** **Microsoft Office Suite**:

- The position requires a high degree of organizational skills and time management skills.
- Excellent communication skills and command of the English language
- **Strong attention to detail and customer skills including de-escalation**:

- Basic mathematical skills
- Strong analytical and problem-solving skills

**Please note this is a full-time and 100% onsite role. We are located in Ajax, Ontario close to Hwy 401 and accessible via public transit, free parking is available. Remote/Hybrid work is not available for this position. Working hours are 9am - 5pm Monday to Friday with additional hours as needed during high volume periods.**

**How to Apply**

Malpack is committed to being an accessible and inclusive workplace. Should you require any accommodat



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