Consumer Engagement Representative

Your Job

Georgia Pacific is seeking for a Consumer Engagement Representative for our retail CPG brands to foster a community of loyal customers and enhance the customer 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, various social platforms, chat, email, and general support representing our product portfolio. As a business liaison for capturing the voice of the customer, this individual must also possess excellent communication and interpersonal skills, and be enthusiastic about driving consumer satisfaction. This role is highly collaborative and offers the opportunity to learn and develop skills in a variety of areas along the consumer journey. The ideal candidate excels in a fast-paced environment where adaptability, quick learning, and problem-solving are fundamental.

Responsibilities include delivering a positive consumer experience at every touchpoint, understanding and resolving consumer needs.

Our Team

The GPXpress team is a consumer support team that assists our brands and consumer customers through the utilization of online tools. We're a highly collaborative group that works together to provide superior customer satisfaction.

This team offers the flexibility of a hybrid schedule where you will work 2 days remotely and 3 days in the Atlanta, GA office (subject to change based on business need). There will be exciting opportunities to travel to other locations to provide onsite support (about 10% travel). Compensation in this position will be commensurate with experience.

What You Will Do

• Answer inbound customer requests 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
• Build & maintain relationships with brands and other business partners
• Provide technical 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

Who You Are (Basic Qualifications)

• High school diploma or higher
• 2 or more years of customer-facing experience
• Experience utilizing written and verbal communication to meet customer needs
• Experience utilizing all applications in Microsoft Office
• Data entry experience

What Will Put You Ahead

• Experience with salesforce or other CRM tools
• Product configuration and troubleshooting experience
• Experience in problem-solving and conflict-resolution with a diverse customer base
• Experience identifying and driving process enhancements that deliver measurable business value

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

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. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our 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, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria are set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf