Customer Service Representative

Job summary

The Customer Service Representative acts as a liaison between the company and customers, managing the entire order lifecycle from entry to shipment. They are responsible for resolving service issues, maintaining inventory records, and coordinating with internal teams to ensure accurate billing and delivery.

Job details

Responsibilities: * Establish relationships with customers by communicating and resolving issues. * Responsible for order entry and/or maintenance for assigned accounts. * Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer. * Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members. * Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary. * Reviews orders after shipment for billing accuracy and any quantity item errors. * Manages the issuing of credits, return authorizations and pallet returns. * Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan. * Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary. * Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed. * Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices * Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items. * Files any customer paperwork such as shipping documentation or customer orders in a timely fashion. * Performs other duties as assigned. Requirements: * Associate or Bachelor’s degree preferred but not required * Manufacturing experience is strongly preferred * 1-3 years of customer service experience required * Microsoft Office Suite – basic to above-average computer skills including Excel * CRM experience preferred * Ability to perform basic quantitative skills required, * Ability to work with all areas of the business including plant and sales personnel. * Professional verbal and written communication * Strong customer service advocacy and problem-solving skills Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development? Mauser Packaging Solutions is that company. Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team. At Mauser Packaging Solutions, you can be proud to work for a company that’s always striving to innovate and serve customers better—and help them be better stewards of the environment. Whether you’re a seasoned professional—or just beginning your career—there’s a place where you can help make a difference at Mauser Packaging Solutions. Join us! Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

What you’ll do

The Customer Service Representative acts as a liaison between the company and customers, managing the entire order lifecycle from entry to shipment. They are responsible for resolving service issues, maintaining inventory records, and coordinating with internal teams to ensure accurate billing and delivery.

Requirements

Candidates should have 1-3 years of customer service experience, with manufacturing industry experience strongly preferred. Proficiency in Microsoft Office, particularly Excel, and strong communication and problem-solving skills are required.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Excel · Preferred
• Documentation · Preferred
• Communication · Preferred
• Reporting · Preferred
• Inventory management · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Order entry
• Order maintenance
• Inventory management
• Problem-solving
• Communication
• Microsoft Office Suite
• Excel
• CRM
• Quantitative skills
• Reporting
• Billing accuracy
• Conflict resolution
• Documentation
• Relationship management
• Order Entry
• Advocacy
• Billing
• Customer Relationship Management
• Management
• Customer Service
• Computer Literacy
• Sales
• Packaging And Labeling
• Innovation
• Invoicing
• Problem Solving
• Microsoft Office
• Operations
• Palletizing
• Writing

Job areas

• Customer Service & Support
• Manufacturing
• Logistics
• Administrative
• Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives