Customer Service Representative

Mauser Packaging Solutions; Oakville; On-site; CAD 42,000 - 54,000; Full time

Job summary

Mauser Packaging Solutions in Oakville, Ontario is seeking a Customer Service Associate to establish relationships with customers, enter and maintain orders, and resolve issues to ensure on-time delivery.

You will coordinate with planners, sales, pricing, and plant management, review delivery schedules, and prepare reports for customers while contributing to a collaborative manufacturing environment.

Qualifications

• 1-3 years of customer service experience required
• Manufacturing experience preferred
• Microsoft Excel and CRM experience preferred
• Professional verbal and written communication skills

Responsibilities

• Establish relationships with customers and resolve issues
• Order entry and maintenance for assigned accounts
• Review delivery schedules and resolve conflicts with customers
• Communicate order confirmations, changes and cancellations to customers and internal teams
• Inform sales and operations of unresolved issues and propose corrective actions
• Review orders after shipment for billing accuracy
• Process credits, returns and pallet returns
• Review inventory usage and report variances
• Resolve customer complaints with supervisor guidance
• Coordinate with Planners, Sales, Pricing and Plant Management
• Prepare reports for management and customers and track shipments
• Process plant claims including shortages and quality deductions
• File customer paperwork in a timely manner
• Perform other duties as assigned

Skills

Customer service

Communication

Problem solving

Education

Associate or Bachelor’s degree preferred

Tools

Microsoft Excel

CRM

Job description

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

About Us

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.