Customer Experience & Order Specialist

Welch Packaging Group Inc; Hallett (OH); On-site; USD 34,000 - 52,000; Full time

Job summary

Welch Packaging Group Inc is seeking a Customer Service Representative to engage with customers, answer questions, and maintain expert knowledge of company products to best assist customers in a fast-paced environment.

The role requires entering orders, updating customer information in Amtech, coordinating with Shipping for defects, and ensuring timely communication on orders and shipments to support sales and customer satisfaction.

Qualifications

• Strong written and oral communications skills.
• Organized and detail oriented with a positive attitude.
• Analytical and problem-solving abilities.
• Good time management and ability to prioritize.
• Ability to learn and navigate customer portals and Amtech.

Responsibilities

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

Skills

Strong written & oral communication

Organization & detail oriented

Analytical & problem solving

Time management

Critical thinking

Deductive reasoning

Mathematical 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 questions, and maintain expert knowledge of company products to best assist customers in a fast-paced environment.

The role requires entering orders, updating customer information in Amtech, coordinating with Shipping for defects, and ensuring timely communication on orders and shipments to support sales and customer satisfaction.