Customer Service Representative

Overview

Magnera’s purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics, and changing end‑user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, Magnera’s distinct scale and comprehensive portfolio of products will give customers more materials and choices, while building personal partnerships that withstand an ever‑changing world.

The Customer Care Representative is the primary customer contact for all questions, concerns and issues. This position will interact with customers, internal and external stakeholders to provide and process information in response to inquiries, process orders accurately and promptly, and perform a variety of duties related to managing the customer experience. The candidate will monitor daily customer order reports and act on issues that may impact on‑time performance and service, partnering with Sales and other functional areas to grow relationships.

This position will be on site in our Charlotte, North Carolina office.

• Provide accurate and timely processing of all incoming calls, emails, and orders by effectively utilizing appropriate resources.
• Serve as liaison between customer and manufacturing plant.
• Manage customer expectations and keep the customer informed according to established department policies and procedures.
• Determine and escalated service risks as needed.
• Work directly with the Sales Department, Production Planning, and Distribution Team to exceed customer expectations.
• Communicate with internal and external customers regarding customer needs, order activity, and inventory levels in a prompt manner.
• Maintain an empathetic, positive, and professional attitude when communicating.

• College degree or relevant work experience required.
• One year of customer care or related experience.
• Proficiency in Microsoft 365 applications and basic office equipment.
• Strong attention to detail and record‑keeping skills.
• Excellent organizational and time‑management skills.
• Strong critical thinking, problem‑solving, and stress‑management skills.
• Ability to gather, analyze, and interpret information to determine conclusions and act accordingly.
• Demonstrated ownership and accountability for daily tasks and issues.
• Effective verbal and written communication skills.
• Experience working with individuals from diverse professional backgrounds.
• Familiarity with CRM systems and practices.

Entry level

Full‑time

Other

Manufacturing