Customer Account Specialist

PTA Plastics; Oxford (CT); On-site; USD 38,572 - 55,104; Full time

Job summary

PTA Plastics in Oxford, Connecticut is looking for a Customer Account Specialist. This role involves addressing customer inquiries and ensuring customer satisfaction. Ideal candidates will have a strong background in customer service, particularly within manufacturing domains.

The position requires 3–5 years of experience, proficiency with ERP systems, and a commitment to delivering exceptional service in a fast-paced environment.

Qualifications

• 3–5+ years of customer service experience, preferably in plastics manufacturing.
• Experience with contract review and order management is strongly preferred.
• Ability to multi-task and work in a fast-paced environment.

Responsibilities

• Respond to escalated customer inquiries in a timely manner.
• Conduct contract review for accuracy.
• Manage customer orders within a 24-hour period.

Skills

Communication skills

Problem-solving abilities

Customer service experience

Attention to detail

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree (preferred)

Tools

ERP systems

CloudSuite Industrial (CSI)

Job description

At PTA Plastics, we’re more than just a manufacturer; we partner with Fortune 500 OEMs in the medical device, defense, homeland security, and technology sectors, constantly pushing the boundaries of product development and manufacturing excellence. As an employee‑owned company, every team member has a stake in our success, creating a collaborative and entrepreneurial environment where innovation thrives.

Job Summary

As a Customer Account Specialist, you will play a role in providing support to our valued customers. You will be responsible for resolving customer inquiries and ensuring customer satisfaction at all times. The ideal candidate will possess basic communication skills, problem‑solving abilities, and a passion for delivering exceptional service.

Pay

$28.00/hr - $40.00/hr

Customer Communication & Issue Resolution

• Respond to escalated customer inquiries via phone, email, and chat in a timely, professional manner.
• Identify, troubleshoot, and resolve complex customer issues, utilizing escalation paths when appropriate.
• Serve as a subject matter expert on products, services, processes, and policies.
• Build and maintain strong customer relationships through proactive communication and follow‑through.

Order & Documentation Management

• Conduct contract review for accuracy and compliance.
• Enter and acknowledge customer orders within a 24‑hour period.
• Perform pricing reviews and communicate any discrepancies or required approvals.
• Manage date maintenance, change orders, and documentation updates.
• Process Return Material Authorizations (RMA) and change notices.
• Ensure timely and accurate invoicing.
• Keep customers informed throughout project validation phases.
• Document all customer interactions, decisions, and resolutions in CloudSuite Industrial (CSI).

Technical & Manufacturing Support

• Demonstrate understanding of Bills of Material (BOMs) and their impact on order accuracy.
• Collaborate with engineering, quality, production, planning, and sales to address customer concerns and support process improvements.

Customer Improvement & Trend Analysis

• Identify trends in customer inquiries and recommend improvements to enhance service, workflow, or documentation.
• Participate in initiatives that enhance customer experience or internal efficiency.

Job Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Experience: 3–5+ years of customer service experience, preferably in plastics manufacturing, injection molding, or manufacturing industries.
• Experience with contract review, pricing evaluation, or order management strongly preferred.
• Demonstrated ability to manage complex customer interaction and collaborate cross‑functionally.
• Proficiency with ERP systems required; CloudSuite Industrial (CSI/Syteline) experience is a strong plus.
• Excellent verbal and written communication skills.
• Ability to multi‑task, prioritize, and work in a fast‑paced environment.
• Problem‑solving mindset with strong attention to detail.
• Team‑oriented with a customer‑first approach.

Physical Requirements

• Ability to stand, walk, and move around the production floor for extended periods.
• Capable of lifting and carrying heavy objects weighing up to 50 pounds.
• Manual dexterity and hand‑eye coordination for handling small tools, machine components, and molds.
• Ability to work in a fast‑paced environment and adapt to changing priorities.
• Comfortable wearing personal protective equipment (PPE) such as safety glasses, gloves, and ear protection.
• Occasional bending, kneeling, and reaching to access equipment and perform maintenance tasks.
• Good vision and color perception for inspecting parts and identifying any defects or abnormalities.
• Ability to work in temperature‑controlled environments and withstand exposure to noise levels associated with manufacturing machinery.
• Ability to receive, comprehend and utilize required training from OSHA and Company including but not limited to the following:
• First Aid and CPR (optional)

ITAR Requirements

To conform to the International Traffic in Arms Regulations (ITAR), 8 U.S.C. § 1324b(a)(3), applicants for employment at PTA Plastics must be a U.S. citizen or national, lawfully admitted for permanent residence into the U.S. (i.e., current green card holder), or lawfully admitted as a refugee or granted asylum under 8 U.S.C. § 1157-1158.

Equal Employment Opportunity & ADA Compliance Statement

PTA Plastics is committed to providing equal employment opportunities to all individuals, including those with disabilities. As part of this commitment, PTA Plastics complies with the Americans with Disabilities Act (ADA) and Connecticut’s Fair Employment Practices Act (CFEPA), which prohibit discrimination against individuals with disabilities in hiring, job assignments, promotions, compensation, benefits, training, and other aspects of employment.

If you require a reasonable accommodation to participate in the application or interview process or to perform the essential functions of this position, please contact [e-mail]. Reasonable accommodations will be provided in accordance with applicable laws to enable individuals with disabilities to perform essential job duties.

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform other duties as assigned.