Sr. Customer Service Representatve

Sr. Customer Service Representative, Nefab Packaging West

Nefab Group is on a growth journey, and we are dependent on high-performance people to succeed. Our Customer Service organization is vital for us to deliver solutions to our customers.

We are now looking for a Sr. Customer Service Representative to join our team in Nefab Newark.

As Sr. Customer Service Representative you will be responsible for managing the customer relationship from order intake through delivery and ongoing account support.

The Senior Customer Service Representative / Inside Account Manager serves as a primary point of contact for assigned customer accounts. This position goes beyond traditional customer service by taking ownership of assigned accounts, proactively managing customer needs, coordinating with internal teams, resolving service issues, monitoring account activity, and identifying opportunities to strengthen and grow customer relationships.

The ideal candidate is highly organized, commercially minded, customer-focused, and comfortable working cross-functionally within a fast-paced manufacturing and packaging environment.

This position is located in Newark,CA , and you will report to the Customer Service Manager.

• Serve as the primary day-to-day contact for an assigned portfolio of customer accounts.
• Develop strong working relationships with customers and gain an understanding of their business, products, packaging requirements, forecasts, and service expectations.
• Proactively communicate regarding orders, lead times, inventory, production schedules, delivery expectations, and potential service risks.
• Conduct regular customer follow-up to ensure satisfaction and identify upcoming requirements or changes in demand.
• Participate in customer meetings and account reviews as appropriate.
• Partner with Sales and Business Development to support customer retention, account growth, and new opportunities within existing accounts.
• Identify potential opportunities for additional products, services, or packaging solutions and coordinate with the appropriate commercial team member.

• Manage customer orders from receipt through fulfillment, ensuring accuracy, timely processing, and effective communication.
• Review purchase orders, pricing, quantities, specifications, delivery requirements, and other relevant information before order entry.
• Monitor open orders and proactively address potential delays or issues.
• Coordinate customer forecasts and demand information with Planning, Production, Purchasing, Warehouse, and other internal teams.
• Support new product introductions, packaging changes, customer projects, and other account-related initiatives.
• Maintain accurate customer information, pricing, documentation, and account records within company systems.

• Take ownership of customer concerns and coordinate internal resources to drive timely resolution.
• Investigate delivery, quality, pricing, inventory, or order discrepancies and maintain communication with the customer throughout the resolution process.
• Escalate significant customer concerns, service risks, or potential loss of business to appropriate leadership.
• Partner with Quality, Operations, Supply Chain, Engineering, and Sales on corrective actions and customer follow-up.
• Monitor recurring issues and help identify opportunities to improve processes and prevent future service failures.

• Maintain awareness of account performance, order patterns, forecast changes, and customer demand.
• Assist with quotations, pricing updates, account documentation, and customer requests in partnership with Sales and Estimating.
• Monitor significant changes in customer purchasing behavior and communicate potential business risks or opportunities.
• Support customer retention efforts through proactive account management and consistent service.
• Assist with account transitions, onboarding of new customers, and implementation of new business.

• Serve as a resource and subject matter expert for Customer Service team members.
• Assist with training and onboarding new Customer Service Representatives.
• Share best practices and help promote consistent customer service processes across the team.
• Provide coverage for priority accounts when needed.
• Support continuous improvement initiatives related to customer experience, order management, communication, and operational efficiency.
• Demonstrate professional judgment and appropriately escalat…