Customer Service Representative

Overview

Summary
:
The Customer Service Representative (CSR) is responsible for processing customer orders, addressing customer inquiries, and resolving complaints while maintaining a high level of customer satisfaction. The CSR plays a key role in managing inventory, ensuring accurate order fulfillment, and supporting both the sales team and production departments to meet customer needs in a timely manner.

• Order Processing & Management
  • Take and process customer orders in a timely manner based on customer needs and plant production schedules.
  • Ensure accurate processing of purchase orders and manage order acknowledgments.
  • Maintain up-to-date records of customer orders and any changes to the order, ensuring all confirmations and paperwork are properly communicated.
• Inventory & Reporting
  • Monitor and maintain inventory levels for all required products.
  • Update and distribute daily reports to customers, providing them with necessary order information and updates.
  • Run and review reports for correctness, ensuring that all data is accurate and up-to-date.
• Customer Relations & Support
  • Serve as the primary point of contact for customer inquiries, complaints, and issues.
  • Follow up on customer concerns and resolve any issues by collaborating with internal teams as needed.
  • Process and track new item requests, ensuring necessary documentation is collected and approvals are obtained before production.
• Collaboration with Internal Departments
  • Work closely with the Sales, Production, and Accounting teams to ensure smooth order processing and resolution of issues.
  • Coordinate and submit tooling paperwork (cutting die/print plates) for approval and production.
  • Assist sales staff as needed with customer accounts and sales-related tasks.
• Process Improvement & Compliance
  • Adhere to the daily machine schedule and proactively recommend improvements to optimize production schedules while meeting cost, quality, and delivery goals.
  • Support and follow all company policies, procedures, and safety guidelines.
  • Maintain a professional, positive, and productive relationship with all team members.
• Additional Responsibilities
  • Other duties as assigned by management.

• Preferred:
  • High School diploma or GED.
  • Minimum of 3 years’ experience in a customer service or administrative role, preferably in a manufacturing environment.
  • Experience in the corrugated container industry.
  • Proficiency in Microsoft Excel and Word.

• Communication Skills
  • Excellent verbal and written communication skills.
  • Ability to effectively communicate with customers, vendors, and internal teams.
• Mathematical Skills
  • Ability to perform basic arithmetic calculations and compute percentages, ratios, and rates as required for order processing.
• Reasoning and Problem Solving
  • Ability to apply common sense and critical thinking to solve a variety of customer and operational issues.
  • Able to work independently and make decisions with limited information.
• Technical Skills
  • Proficient in Microsoft Office Suite (Word, Excel).
  • Knowledge of production processes and quality standards (ISO and QS).
• Leadership Attributes
  • Strong time management and organizational skills.
  • Demonstrated ability to motivate and coach team members.

• Regularly required to stand, walk, and communicate effectively with customers and team members.
• Occasional bending, reaching, and handling materials.

• The CSR primarily works in an office setting with exposure to the manufacturing floor.
• Noise levels may be high in the production areas, and temperature conditions may vary with the seasons.
• Personal protective equipment (PPE) may be required in certain areas.