Customer Experience & Order Coordination Specialist

Welch Packaging Group; Elkhart (IN); On-site; USD 32,000 - 48,000; Full time

Job summary

Welch Packaging Group is seeking a Customer Service Representative to engage with customers, answer inquiries by phone or email, and support sales teams. The role requires maintaining Amtech records, ensuring accurate order processing, and building strong customer relationships in a fast-paced manufacturing environment.

Ideal candidates will have a High School Diploma, strong written and verbal communication, and the ability to navigate customer portals.

Qualifications

• High School Diploma or Equivalent Required
• Experience using Amtech ERP system
• Ability to use email communication
• Ability to learn and navigate customer web portals
• Align with Welch Core Values
• Strong communication, organization, and detail orientation

Responsibilities

• Escalating queries to the Customer Service Manager
• Enter all orders following checkpoints and acknowledge within 24 hours
• Create and maintain customer information in Amtech
• Maintain customer item specs
• Ensure customer satisfaction with products/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 customers
• Build and maintain relationships with customers and Territory Managers
• Main internal contact for Sales
• Inform customers of late/partial shipments to resolve
• Manage customer inventory levels
• Generate and maintain quotes distributed by Sales
• Qualify order due dates for short lead time orders and monitor machine hours/plant loading
• Other duties as assigned

Skills

Communication

Organization

Attention to detail

Problem solving

Time management

Education

High School Diploma

Tools

Amtech

Job description

Welch Packaging Group is seeking a Customer Service Representative to engage with customers, answer inquiries by phone or email, and support sales teams. The role requires maintaining Amtech records, ensuring accurate order processing, and building strong customer relationships in a fast-paced manufacturing environment.

Ideal candidates will have a High School Diploma, strong written and verbal communication, and the ability to navigate customer portals.