Customer Service and Production Liaison

Polycraftind; City of Middletown (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Polycraftind in the City of Middletown, NY, is seeking a Customer Service and Production Liaison to connect customer service and production departments. This role ensures accurate order fulfillment, addresses documentation discrepancies, and facilitates coordination between teams.

Ideal candidates should have 2+ years in manufacturing or service roles, excellent communication skills, and a strong attention to detail. Proficiency in Microsoft Office and ERP systems is preferred.

Qualifications

• 2+ years of experience in manufacturing, customer service, or production coordination roles.
• Strong familiarity with job specifications and documentation.
• Proficient in documentation systems.

Responsibilities

• Review incoming job orders for completeness and accuracy.
• Collaborate with Customer Service Representatives to resolve inconsistencies.
• Document production status in internal systems.

Skills

Excellent communication and collaboration skills

Strong attention to detail

Ability to multitask

Tools

Microsoft Office

ERP software

Job description

Customer Service and Production Liaison

Job Summary

The Customer Service and Production Liaison serves as a vital conduit between the Customer Service team and Production departments to ensure accurate and timely fulfillment of customer orders. This role focuses on verifying job readiness, addressing discrepancies in documentation or requirements, and enabling real-time coordination to maintain high standards of quality and service. Ideal candidates will have experience in a manufacturing environment, excellent communication skills, and a strong eye for operational detail.

Key Responsibilities

• Order Review & Verification
  • Review incoming job orders for completeness and accuracy.
  • Validate job details such as materials, dielines, inks, and special instructions.
  • Collaborate with Customer Service Representatives (CSRs) to resolve inconsistencies before production begins.
• Production Coordination
  • Serve as the primary liaison between the CSR team and production floor supervisors.
  • Ensure job tickets and production plans are understood and aligned across departments.
  • Monitor job progress and communicate updates or delays to the Customer Service team.
• Documentation & Quality Assurance Support
  • Assist in preparing job packets with supporting documentation (drawings, proofs, specifications).
  • Confirm that quality standards and checkpoints are clearly documented and communicated.
  • Escalate concerns to Quality Assurance and Production teams as needed.
• Communication & Reporting
  • Facilitate coordination meetings or huddles between CSRs and production leads.
  • Document production status and customer‑specific requirements in internal systems.
  • Support process improvement initiatives by identifying recurring issues and recommending solutions.

Required Qualifications

• 2+ years of experience in manufacturing, customer service, or production coordination roles.
• Excellent communication and collaboration skills across teams.
• Strong attention to detail and familiarity with technical job specifications.
• Proficient in Microsoft Office and internal documentation systems.
• Ability to multitask and prioritize in a deadline‑driven environment.

Preferred Qualifications

• Experience with ERP, job ticketing, or print production management software.
• Background in printing, packaging, or flexographic manufacturing environments.
• Understanding of quality assurance processes.

Physical Requirements (if required)

• Ability to walk and stand for long periods on the production floor.
• Occasional lifting up to 30 lbs. (materials, samples, documents).
• Comfortable working around standard production noise, ink smells, and light heat exposure.