About workpinnacle
workpinnacle is a leading, family‑owned distributor of shipping, industrial, and packaging solutions across North America. With a workforce of more than 9,000 dedicated professionals and a network of 13 strategically located facilities, workpinnacle delivers fast, reliable service to businesses of every size. Our commitment to excellence, continuous improvement, and a culture of respect has positioned us as a trusted partner for countless customers who rely on our products to keep their operations moving.
At workpinnacle, the customer experience is the heartbeat of everything we do. Our Customer Service team is the front line of that experience, turning everyday interactions into lasting relationships. If you thrive in a fast‑paced environment, love solving problems, and enjoy helping people navigate complex product catalogs, you’ll find a rewarding career path with workpinnacle.
Why This Role Matters
As a Customer Service Representative based in our Lawrenceville, GA hub, you will be the primary point of contact for customers seeking assistance with orders, product information, pricing, and shipping logistics. Your ability to provide clear, accurate, and friendly support will directly influence customer satisfaction, repeat business, and the overall reputation of workpinnacle.
Key Responsibilities
- Process inbound and outbound customer orders using workpinnacle’s state‑of‑the‑art order management system.
- Respond to inquiries via phone, email, and live chat, ensuring timely and professional communication.
- Guide customers through the workpinnacle website and online ordering platform, offering step‑by‑step assistance as needed.
- Develop deep product knowledge across our extensive catalog, enabling you to answer questions about specifications, pricing, and availability with confidence.
- Collaborate with warehouse, logistics, and sales teams to resolve order discrepancies, back‑order situations, and shipping issues.
- Identify opportunities to upsell or cross‑sell complementary products that meet the customer’s operational needs.
- Maintain accurate records of customer interactions in the CRM system, documenting resolutions and follow‑up actions.
- Participate in ongoing training sessions, workshops, and certification programs to stay current on new product lines and industry trends.
- Contribute ideas for process improvements that enhance efficiency, reduce errors, and elevate the overall customer experience.
Essential Qualifications
- High school diploma or GED equivalent required; an associate’s or bachelor’s degree is preferred.
- Demonstrated ability to communicate clearly and courteously with customers of diverse backgrounds.
- Basic proficiency with computer applications, including Microsoft Office Suite and web‑based platforms.
- Strong organizational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail.
- Positive attitude, resilience under pressure, and a genuine desire to help customers succeed.
Preferred Qualifications & Experience
- Previous experience in a call‑center, retail, or B2B customer service environment.
- Familiarity with order entry systems, CRM software, or ERP platforms.
- Knowledge of shipping, logistics, or supply‑chain terminology.
- Experience handling high‑volume call traffic and meeting performance metrics such as average handle time and first‑call resolution.
- Certification in customer service excellence (e.g., HDI, CCSP) is a plus.
Core Skills & Competencies
- Communication: Articulate ideas clearly, listen actively, and adapt tone to suit each customer interaction.
- Problem‑Solving: Quickly diagnose issues, propose effective solutions, and follow through to resolution.
- Technical Aptitude: Comfortable navigating complex software interfaces and learning new tools rapidly.
- Team Collaboration: Work seamlessly with cross‑functional teams to ensure orders are fulfilled accurately and on time.
- Time Management: Prioritize tasks efficiently in a dynamic, fast‑moving environment.
- Product Curiosity: Proactively seek out product knowledge and stay updated on new releases.
Career Growth & Learning Opportunities
workpinnacle invests heavily in the professional development of its employees. As a Customer Service Representative, you will have access to:
- Structured onboarding and mentorship programs that pair you with seasoned team members.
- Continuous learning pathways, including e‑learning modules, webinars, and in‑person workshops.
- Tuition Assistance Program covering a wide range of professional courses, certifications, and degree programs.
- Clear career ladders that can lead to senior customer service roles, team lead positions, or specialized functions such as account management, training, and operations analysis.
- Opportunities to participate in cross‑departmental projects, gaining exposure to supply‑chain, sales, and product development functions.
Work Environment & Culture at workpinnacle
Our Lawrenceville facility is designed to foster collaboration, comfort, and productivity. Highlights include:
- Modern, clean workspaces equipped with ergonomic furniture and high‑speed internet connectivity.
- A state‑of‑the‑art fitness center, encouraging employees to maintain a healthy work‑life balance.
- Beautifully maintained walking trails and outdoor seating areas for breaks and informal meetings.
- Regular team‑building events, recognition programs, and community outreach initiatives that reinforce our family‑like atmosphere.
- A drug‑free workplace that prioritizes safety, well‑being, and mutual respect.
Compensation, Benefits & Perks
workpinnacle offers a competitive hourly wage ranging from $25 to $27 per hour**, with clear pathways for performance‑based raises and bonuses. In addition to base pay, you will enjoy a comprehensive benefits package that includes:
- Full health, dental, and vision insurance coverage starting on day one.
- 401(k) retirement plan with a generous 6% employer match, also effective from day one.
- Paid holidays, vacation days, and generous paid time off to support personal and family needs.
- Multiple incentive and bonus programs that reward exceptional service and productivity.
- Employee assistance programs, wellness initiatives, and access to mental‑health resources.
- Discounted rates on workpinnacle products for personal use.
- Opportunities for overtime pay and shift differentials for flexible scheduling.
Shift Details & Location
This position is based on-site at our Lawrenceville, GA location (705 Braselton Industrial Blvd, Braselton, GA 30517). We offer a variety of shift options to accommodate different schedules, including daytime, evening, and weekend rotations. All shifts are performed in a collaborative call‑center environment equipped with world‑class technology.
How to Apply
If you are ready to become a trusted voice for workpinnacle’s customers and embark on a career that offers stability, growth, and meaningful impact, we encourage you to submit your application today. Click the link below to begin the process, and be prepared to showcase your communication skills, problem‑solving abilities, and enthusiasm for delivering legendary service.
Apply for the Customer Service Representative role now!
Join workpinnacle Today
At workpinnacle, you are not just filling a position—you are becoming part of a legacy of service excellence that has stood the test of time. Our employees are our greatest asset, and we are committed to providing the tools, training, and environment you need to thrive. Take the next step in your career journey and help us continue to set the standard for customer service in the shipping and packaging industry.
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