Customer Response Specialist/Planner

Total Plastic Solutions, LLC; Lynchburg (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

Paid time off

401k with company match

Paid holidays

Life and disability insurance

Employee assistance program

Professional development opportunities

Job summary

Total Plastic Solutions, LLC is seeking a Customer Response Specialist/Planner to manage customer relationships, process orders, and coordinate production scheduling. You will ensure accurate order entry, timely responses, and cross-department collaboration to optimize the production floor.

The role emphasizes using IQMS ERP, maintaining quality standards per ISO 13485 and AS 9100, and delivering best-in-class service while upholding company interests.

Qualifications

• Proficient with Microsoft Office suite and strong written and verbal communication.
• Experience in customer service in a manufacturing environment is preferred.
• Familiarity with ERP systems and order processing is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and web channels in a professional manner.
• Coordinate order entry, pricing verification, and delivery timelines across departments.
• Use IQMS ERP to manage production files and scheduling for CRS/P customers.

Skills

Microsoft Office

Word

Excel

PowerPoint

Communication skills

Education

High school diploma

Tools

IQMS ERP Software

Job description

The Customer Response Specialist/Planner will focus on providing the correct resolutions for both customers and the business. Handling customer relationships and assisting with their individual service needs while delivering best-in-class customer service. To maintain an orderly and consistent scheduling flow on the production floor. To coordinate between all departments within the plant to create a productive environment. Handle customer phone calls and emails regarding orders and shipments, answer any questions or concerns in a professional and timely manner. Focused effort to provide excellent service to our customers.

Job Duties

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Respond to customers through a variety of channels including telephone (both inbound and outbound) internet and written correspondence as required.
• Ability to stay calm when customers are stressed or upset.
• Direct contact with customers. Follow all procedures for Customer Service including Sales Order entry , price verification, material and component availability, order revisions.
• Use and utilize IQMS ERP Software.
• Maintain various electronic files through IQMS for production.
• Scheduling of Injection Molding presses and post-molding activities for CRS/P's specific customers.
• Create a forecast and update forecast for exiting and new orders.
• Enter new sales orders and udate exiting orders. Monitor changes daily.
• Coordinate activities between Production, Engineering and Tool Room for better work flow.
• Assist in inventory control process.
• Run reports and monitor shipping of orders for delivery times.
• Contract review (in conjunction with Managing Director of Operations).
• Serves customers by providing product and service information and resolving product and service problem while keeping Company's interest in mind.
• Understand and apply ISO 13485 clauses to applicable role responsibilities.
• Understand and apply AS 9100 clauses to applicable role responsibilities.
• Follow requirements of ISO standards to maintain and improve the Quality Management System.

Qualifications

• High school diploma or higher.
• Microsoft Office, Word, Excel and Powerpoint. Excellent written and verbal communication skills.
• Customer service experience of 3 years. Manufacturing experience preferred.

Working Conditions

• Office Environment: Physical Requirements….Must be able to remain in a stationary position 80% of the time, work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and carry small parcels.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Paid time off (PTO)
• 401k with company match
• Paid holidays
• Life and disability insurance
• Employee assistance program
• Professional development opportunities

Why Join TPS?

At TPS, our employees are our greatest asset. As our Recruiter, you will play an important role in helping us build a strong workforce by connecting talented people with rewarding careers. You'll have the opportunity to represent TPS in the community, develop lasting partnerships, and make a direct impact on the company's continued success.

Reports To: Production Director

Employment Type: Full-Time