Sr. eCom Customer Service Rep

As a Senior eCommerce Customer Service Representative, you will be a key partner in delivering exceptional customer experiences and operational excellence. This role manages customer accounts throughout the order fulfillment lifecycle, serving as the primary liaison between customers, sales, production, supply chain, graphics, and logistics teams. In addition to customer account ownership, you will act as a subject matter expert, support team development, and provide backup support to the Services Manager when needed.

• Serve as the primary point of contact for assigned customer accounts and ensure a best‑in‑class customer experience
• Manage customer orders from receipt through fulfillment, invoicing, and delivery
• Coordinate with production, supply chain, logistics, graphics, and sales teams to ensure order accuracy and on‑time delivery
• Proactively communicate order status, inventory levels, schedule changes, and potential service risks
• Support artwork coordination, inventory management, and reporting activities
• Research and resolve complex customer inquiries and escalations
• Drive operational excellence through process improvement and cross‑functional collaboration
• Act as a mentor and resource for Customer Service Representatives, supporting training and onboarding activities
• Provide backup support to the Services Manager during absences and high‑demand periods

• High School Diploma or equivalent required;
  Bachelor’s degree preferred
• 3–5+ years of customer service experience within a manufacturing environment
• Experience working with ERP systems; SAP experience preferred
• Strong proficiency in Microsoft Excel, Word, and Outlook
• Excellent organizational, analytical, and problem‑solving skills
• Ability to manage multiple priorities in a fast‑paced, deadline‑driven environment
• Strong communication and relationship‑building skills
• Demonstrated ability to collaborate effectively across functions and resolve complex issues

• An opportunity to work for a global leader in sustainable packaging and paper solutions
• A collaborative and supportive team environment focused on continuous improvement
• Professional development and growth opportunities within an international organization
• The chance to make a direct impact on customer satisfaction and operational performance
• Competitive compensation and benefits package
• An inclusive workplace where safety, accountability, and teamwork are valued

Our strength lies in our diversity. We are dedicated to creating a team that reflects the diversity of the world we operate in. We encourage applications from traditionally under‑represented groups, including women, visible minorities, LGBTQI+ individuals, and people with disabilities.

Even if you don't meet all the listed qualifications, we still want to hear from you. We believe in your potential and are committed to supporting you as you grow and learn  you need any accommodations during the recruitment process, please reach out to the contact person listed above.