Producer Support Representative

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Circular Action Alliance

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🍽️ Food & Beverage

🏭 Manufacturing

📦 Logistics

Food & Beverage • Manufacturing • Logistics

Circular Action Alliance is a nonprofit, producer-led Producer Responsibility Organization (PRO) that coordinates and implements extended producer responsibility (EPR) and stewardship programs for paper and packaging across multiple U. S. states. CAA provides harmonized compliance services, producer registration and reporting, program administration, and stakeholder engagement to advance an efficient, effective circular economy for packaging materials.

📋 Description

• Serve as the first point of contact for producers seeking assistance with registration, compliance, and general inquiries related to the EPR compliance process. • Resolve producer issues and act as a first point of escalation for the Producer Support team and escalating more complex cases to the Producer Support Manager or relevant team members for further investigation. • Handle inquiries across multiple communication channels (e.g., email, phone, chat), ensuring consistency and professionalism in all interactions. • Guide producers through the registration process, providing clear instructions and troubleshooting any issues that may arise. • Assist producers with understanding their compliance requirements and obligations, directing them to relevant resources and tools to facilitate compliance. • Enter and update producer information in the CRM system (Salesforce), ensuring that records are complete, accurate, and up to date. • Track and categorize all producer inquiries, ensuring they are properly labeled for analysis and reporting. • Maintain and update case logs to track open inquiries, providing updates to producers and internal teams as needed. • Notify Producer Support Manager of gaps or errors in knowledge base articles to help ensure accurate and complete documentation across the Producer Services team. • Identify and report gaps in existing resources based on producer inquiries and feedback, suggesting updates to enhance self-service options. • Direct producers to self-service resources, such as FAQs, guides, and the knowledge base, to help them resolve common issues independently. • Work closely with the Producer Support (Customer Service) Manager to ensure escalated issues are resolved promptly and to help refine team processes. • Collaborate with other Producer Support Representatives to share best practices, troubleshoot challenging issues, communicate internal process or procedural bottlenecks to management, and ensure consistent service delivery in alignment with all training guides. • Serve as a mentor for other support representatives and foster a collaborative and solutions-oriented team culture. • Contribute to team performance goals by meeting or exceeding expectations related to inquiry response times, resolution rates, and producer satisfaction. • Collect and document producer feedback on the registration and compliance processes, sharing insights with the team to improve services.

🎯 Requirements

• High school diploma or equivalent required. • Associates degree or equivalent experience in customer service preferred. • Minimum 3 years of experience in customer service, help desk support, or a similar role. • At least 1 year of customer service leadership experience is a plus. • Experience in compliance, regulatory environments, or CRM systems (Salesforce) is preferred but not required.