Customer Experience Specialist, Manufacturing & Packaging

IPL Schoeller; Goodyear (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

IPL Schoeller is a leading plastics packaging manufacturer with a global footprint. We are seeking a Customer Service Representative to be the main point of contact for customers, managing orders, resolving inquiries, and maintaining strong relationships.

In this role, you will work with production, logistics, and sales to meet customer requirements, monitor SLA adherence, and drive KPIs such as order accuracy and response times in a fast-paced manufacturing environment.

Qualifications

• Requires strong written and verbal communication skills.
• Organizational skills and time management are essential.
• Ability to work independently and as part of a team.
• Experience handling SLAs and KPIs in a customer-facing role.
• 2 years of customer service experience, preferably in manufacturing.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to SLAs.
• Monitor and manage order status, proactively communicating delays or issues to customers.
• Collaborate with production, logistics, and sales teams to meet customer requirements.
• Maintain accurate customer records and documentation.
• Resolve customer complaints promptly, escalating when necessary.
• Track and report KPIs such as order accuracy, response time, customer satisfaction, and resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, regulations, and quality standards.

Skills

Communication

Organization

Teamwork

Problem solving

Customer service experience

SLA/KPI experience

Education

High school diploma

Diploma/Associate degree in Business

Tools

ERP SAP

ERP Oracle

MS Office

Job description

IPL Schoeller is a leading plastics packaging manufacturer with a global footprint. We are seeking a Customer Service Representative to be the main point of contact for customers, managing orders, resolving inquiries, and maintaining strong relationships.

In this role, you will work with production, logistics, and sales to meet customer requirements, monitor SLA adherence, and drive KPIs such as order accuracy and response times in a fast-paced manufacturing environment.