Customer Experience & Order Support Specialist

Welch Packaging; Elkhart (IN); On-site; USD 32,000 - 45,000; Full time

Job summary

Welch Packaging in Indiana is seeking a Customer Service Representative who will engage with customers, answer questions by phone or email, and support sales teams by maintaining accurate customer records in Amtech.

You will escalate issues to the Customer Service Manager, process orders, update specs, and coordinate with shipping. The ideal candidate communicates clearly, stays organized, and aligns with Welch Core Values.

Qualifications

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

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 and ensure customer satisfaction.
• Enter customer complaints and short pays in Amtech.
• Coordinate customer pickups of defective products with shipping.
• Build and maintain relationships with customers and Territory Managers.
• Be main internal contact for Sales and inform customers of late/partial shipments.

Skills

Communication

Organization

Attention to detail

Analytical thinking

Problem solving

Time management

Systems analysis

Mathematical reasoning

Deductive reasoning

Critical thinking

Education

High School Diploma or Equivalent

Tools

Amtech

Job description

Welch Packaging in Indiana is seeking a Customer Service Representative who will engage with customers, answer questions by phone or email, and support sales teams by maintaining accurate customer records in Amtech.

You will escalate issues to the Customer Service Manager, process orders, update specs, and coordinate with shipping. The ideal candidate communicates clearly, stays organized, and aligns with Welch Core Values.