Customer Service Rep

M & M Industries, Inc.; Lordstown (OH); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid vacation/PTO and DTO

401(k) with company match

Job summary

M&M Industries is seeking a Customer Service Representative to manage orders, communicate production and shipping updates, and resolve pricing/billing inquiries. The role requires accurate data entry, strong communication, and teamwork across departments.

This full-time position offers a comprehensive benefits package and opportunities to support continuous improvement initiatives. Schedule is Monday–Friday daytime in an office setting.

Qualifications

• 5+ years of administrative and customer service experience.
• Experience in manufacturing or distribution is preferred.
• Proficiency with ERP systems and Freshdesk is a plus.

Responsibilities

• Enter and maintain customer orders accurately in the system.
• Communicate production and shipping updates proactively to customers.
• Resolve inquiries related to pricing, billing, or quality.
• Coordinate with Production Planning, Art, Quality, and Accounting as needed to fulfill orders.
• Invoice completed orders daily and manage customer reports.

Skills

Microsoft Office

Excel Proficiency

Communication

Attention to detail

Multitasking

Organization

Team collaboration

Education

High School Diploma

Tools

ERP systems

Freshdesk

Job description

M&M Industries, we take pride in producing high-quality plastic packaging solutions that make a difference in everyday life. The Customer Service Representative provides advanced customer support to ensure satisfaction throughout the order lifecycle. This position serves as the primary point of contact for assigned customers—managing communications, processing orders, resolving issues, and collaborating across departments to deliver a seamless customer experience.

Customer Service Representative is responsible for accurately entering and maintaining customer orders, proactively communicating about production and shipping updates, and resolving inquiries related to pricing, billing, or quality. This role also supports improvement initiatives and helps maintain positive customer relationships through professionalism, responsiveness, and attention to detail.

Schedule: Monday-Friday, Daytime office hours

Key Responsibilities:

• Accurately read and enter customer purchase orders into the system for production.
• Maintain a full understanding of customer pricing structures, products, and order history.
• Update customer orders upon request, including changes to quantities, dates, or product details.
• Partner with Production Planning to assist with customer requests related to ship dates, cancellations, or order adjustments.
• Collaborate with the Art Team to support SKU and decoration changes.
• Respond promptly and professionally to customer calls, emails, and website chats.
• Attend daily production and logistics meetings to stay informed on orders and provide customer updates.
• Process customer claims and returns; coordinate with the Quality Team to resolve issues.
• Maintain and manage Freshdesk tickets—our primary application for tracking customer communications and service activities.
• Produce customer-specific reports upon request.
• Investigate and resolve invoice and freight discrepancies in collaboration with Accounting.
• Accurately invoice all completed customer orders daily.
• Provide Reception coverage as needed (including lunch coverage each week).
• Support team initiatives and take on additional responsibilities as assigned by the Customer Service Manager or Director.

Competencies (Knowledge/Skills/Abilities):

• Proficient in Microsoft Office Suite, including Excel and PowerPoint.
• Strong verbal and written communication skills.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines under pressure.
• Highly organized with strong follow-through.
• Consistently professional and positive service attitude.
• Demonstrated ability to work collaboratively across departments.
• Capable of working independently with minimal supervision.
• Advanced Excel skills with the ability to generate customer reports.

Education:

• High School Diploma or equivalent (required)

Experience:

• Minimum 5 years of administrative and customer service experience required.
• Experience in a manufacturing or distribution environment preferred.
• Proficiency in ERP systems and customer ticketing platforms (Freshdesk experience a plus).

What We Offer

• M&M Industries offers a competitive benefits package designed to support our employees and reward the work that drives our success.
• Full-time employees may elect medical, dental and vision coverage effective on their first day of employment.
• We also offer paid vacation/PTO and discretionary time off (DTO), with the amount and timing based on position and tenure; paid company holidays after 90 days; and a 401(k) with company match beginning on the first day of the month following 90 days of employment.
• Educational reimbursement is available after one year of employment.
• Eligible employees may also participate in quarterly profit sharing when company performance thresholds are met.
• Hourly employees who work on a recognized holiday receive time-and-a-half for all hours worked.
• Benefits and eligibility are subject to applicable plan documents and company policies.