Customer Experience & Orders Specialist

Welch Packaging Group; Valley View (OH); On-site; USD 32,000 - 45,000; Full time

Job summary

Welch Packaging Group in Ohio seeks a Customer Service Representative to engage with customers, answer questions by phone or email, and support the sales team. You will enter orders, maintain accurate customer data in Amtech, and strive to ensure customers are satisfied with our products and services.

This role requires strong communication, organization, and problem-solving. Office-based environment with potential to interact with manufacturing operations; the successful candidate will champion

Qualifications

• Experience using Amtech or similar ERP systems.
• Proficient email communication.
• Ability to navigate customer web portals.
• Align with Welch Core Values.
• Strong communication, organized, detail oriented.

Responsibilities

• Escalate queries to the Customer Service Manager.
• Enter orders after six checkpoints and acknowledge within 24 hours.
• Create and maintain correct customer information in Amtech.
• 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.
• Build and maintain relationships with customers and Territory Managers.
• Main internal point of 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 for booking purposes.
• Other duties as assigned.

Skills

Written and verbal communication

Organization

Attention to detail

Analytical thinking

Time management

Problem-solving

Customer service oriented

Education

High School Diploma or Equivalent

Tools

Amtech

Customer portals

Job description

Welch Packaging Group in Ohio seeks a Customer Service Representative to engage with customers, answer questions by phone or email, and support the sales team. You will enter orders, maintain accurate customer data in Amtech, and strive to ensure customers are satisfied with our products and services.

This role requires strong communication, organization, and problem-solving. Office-based environment with potential to interact with manufacturing operations; the successful candidate will champion