Customer Service Representative

Position

Customer Service Representative

The Customer Service Coordinator will be responsible for customer relationships, data maintenance, and building key partnerships within the business to meet established requirements. We are looking for a Customer Service Representative (CSR) that knows a customer service department top to bottom including keen order entry skills. This is a hands‑on position. The CSR will participate in entering customer orders, act as a customer liaison, provide product information and resolve any emerging problems that our customer accounts might face, doing so with accuracy and efficiency.

The ideal candidate will be a team player, self‑motivated, and committed to ensuring the highest service standards and customer satisfaction.

• Serve as coordinator between customer, field sales team, production team, and scheduling department.
• Prioritize incoming calls and e‑mail inquiries/orders.
• Accurately and efficiently process customer orders into ERP using the right procedures and protocol.
• Identify and understand customers’ needs to achieve customer satisfaction and grow sales potential.
• Keep records of customer interactions and update customer account information.
• Fulfill requests for samples/catalogs.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Contribute customer service information and recommendations to strategic plans and reviews.
• Audit customer service procedures and trends and determine system improvements.
• Enforce company policies and procedures.
• Determine customer service requirements by maintaining contact with customers and visiting operational environments.
• Update job knowledge by participating in educational opportunities and professional organizations.
• Some travel required.

• Proven customer support experience or experience as a client service representative.
• Track record of over‑achieving quota.
• Strong phone contact handling skills and active listening.
• Strong computer skills including Microsoft Office applications.
• Familiarity with ERP/CRM systems and practices.
• Ability to work in a fast‑paced, high‑pressure environment.
• Ability to learn quickly and manage large numbers of customers, products, pricing, and inventory levels.
• Excellent communication and presentation skills.
• Ability to multi‑task, prioritize, and manage time effectively.
• Organized with good attention to detail.
• Strong common‑sense skills.
• Strong energy.

• Associate Degree required;
  Bachelor’s degree preferred.
• 3–5 years previous experience in a customer service role (manufacturing environment a plus).
• Previous experience with mergers and acquisition integration strongly preferred.
• Previous experience working and communicating with employees at multiple sites preferred.
• Previous experience with complex systems preferred.
• Bilingual in Spanish (preferred but not required).

• Collaborative/team‑based management style.
• Strong verbal/written communication and interpersonal skills required.
• Strong computer skills including Windows‑based programs such as Excel, PowerPoint, Word, and Outlook required.
• Strong presence, capable of engendering trust and confidence with customers and all elements of the workforce.
• Demonstrated track record of achieving or maintaining a positive workplace culture.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Packaging and Containers Manufacturing