Customer Experience & Order Management Specialist

BWAY; South Brunswick (NJ); On-site; USD 42,000 - 62,000; Full time

Job summary

Mauser Packaging Solutions is seeking a Customer Service Associate in New Jersey to establish relationships with customers, manage order entry, and resolve service issues. You will coordinate with Sales, Planning and Operations to ensure on-time delivery and accurate billing.

The role requires 1–3 years of customer service experience, proficiency in Excel, and strong communication skills. Manufacturing experience is preferred; CRM experience is a plus.

Qualifications

• 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.

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.

Skills

Customer service

Excel

CRM

Communication

Problem-solving

Team collaboration

Education

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Excel

Job description

Mauser Packaging Solutions is seeking a Customer Service Associate in New Jersey to establish relationships with customers, manage order entry, and resolve service issues. You will coordinate with Sales, Planning and Operations to ensure on-time delivery and accurate billing.

The role requires 1–3 years of customer service experience, proficiency in Excel, and strong communication skills. Manufacturing experience is preferred; CRM experience is a plus.