Customer Experience & Fulfillment Specialist

Welch Packaging Group Inc; Romulus (MI); On-site; USD 21,000 - 30,000; Full time

Job summary

Welch Packaging Group Inc. is seeking a Customer Service Representative to engage with customers, answer inquiries by phone or email, and support the sales team with timely information about products and services.

The role focuses on accurate order processing in Amtech, maintaining customer data, and delivering exceptional service while coordinating with Shipping and Sales to resolve issues and ensure customer satisfaction in a manufacturing environment.

Qualifications

• High School Diploma or Equivalent required.
• Experience using Amtech operating system.
• Ability to use email communication.
• Ability to learn and navigate customer web portals.
• Align with Welch Core Values.
• Good communication skills, organized, detail oriented, positive attitude.

Responsibilities

• Escalate queries and concerns to the Customer Service Manager.
• Enter all orders following the six checkpoints to avoid PO issues and send acknowledgement to customer within 24 hours.
• Create and maintain correct customer information in Amtech Master.
• Maintain customer item specs.
• Ensure that customers are satisfied with products or services.
• Enter customer complaints and short pays in Amtech.
• Coordinate customer pickups of defective products with shipping.
• Support and deliver The Ultimate Corrugated Experience to all customers internal and external.
• Proactively inform customer of late/partial shipments to determine resolution.
• Manage and maintain customer inventory levels.
• Generate and maintain quotes distributed by Sales Rep to the customer.
• Qualify order due dates for short lead time orders and monitor machine hours and plant loading for booking purposes.

Skills

Strong written and oral communication

Organization

Attention to detail

Analytical reasoning

Time management

Systems analysis

Mathematical reasoning

Deductive reasoning

Education

High School Diploma or Equivalent

Tools

Amtech

Job description

Welch Packaging Group Inc. is seeking a Customer Service Representative to engage with customers, answer inquiries by phone or email, and support the sales team with timely information about products and services.

The role focuses on accurate order processing in Amtech, maintaining customer data, and delivering exceptional service while coordinating with Shipping and Sales to resolve issues and ensure customer satisfaction in a manufacturing environment.