Customer Service Representative

Mauser Packaging Solutions; Addison (IL); On-site; USD 40,000 - 56,000; Full time

Job summary

Mauser Packaging Solutions in Addison, IL seeks a Customer Service Representative to be the liaison between the company and its customers from order entry through shipment. You will be the first point of contact at the plant, handling inquiries and resolving issues to ensure on-time delivery.

The role requires 1–3 years of customer service experience, proficiency with Excel and CRM software, and strong verbal and written communication to coordinate with Planners, Sales, Pricing, and Plant

Qualifications

• 1–3 years of customer service experience required.
• Associate or bachelor’s degree preferred.
• Proficient in Microsoft Office, including Excel.
• CRM experience preferred.
• Strong verbal and written communication.

Responsibilities

• Establish relationships with customers by communicating and resolving issues.
• Handle order entry and maintenance for assigned accounts.
• Review delivery schedules and communicate changes.
• Notify customers and Mauser team of order confirmations, changes, cancellations.
• Inform sales and operations of unresolved service issues and take corrective action.
• Review orders after shipment for billing accuracy.
• Manage credits, return authorizations and pallet returns.
• Monitor inventory usage and identify items not tracked.
• Resolve customer complaints with supervisor guidance.
• Communicate with Planners, Sales, Pricing, and Plant Management as needed.
• Prepare reports for Plant Management and customers (inventory, open orders).
• Process plant claims including deductions for shortages/quality issues.
• File customer paperwork timely.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem-solving

Team collaboration

Education

Associate or Bachelor’s degree preferred

Tools

CRM

Excel

Job description

The Customer Service Representative (CSR) functions as the liaison between Mauser Corporation and its customers. Handles all customer orders from order entry through shipment of orders. The CSR acts as the first point of contact for the customer at their respective plant and helps customers with all questions and concerns that arise.

Responsibilities:

• Establish relationships with customers by communicating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Reviews orders after shipment for billing accuracy and any quantity item errors.
• Manages the issuing of credits, return authorizations and pallet returns.
• Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices
• Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Performs other duties as assigned.

Requirements:

• Associate or bachelor’s degree preferred but not required
• Manufacturing experience strongly preferred
• 1-3 years customer service experience required
• Microsoft Office Suite – basic to above-average computer skills including Excel
• CRM experience preferred
• Ability to perform basic quantitative skills required,
• Ability to work with all areas of the business including plant and sales personnel.
• Professional verbal and written communication
• Strong customer service advocacy and problem-solving skills