Customer Service Representative

Mauser Packaging Solutions; Addison (IL); On-site; USD 43,000 - 57,000; Full time

Job summary

Mauser Packaging Solutions in Addison, IL is seeking a customer service professional to manage orders, resolve issues, and communicate with customers and internal teams.

You will handle order entry, tracking, credits, returns, and reporting, with a strong focus on accuracy and responsiveness while collaborating across departments to meet customer needs.

Qualifications

• 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.

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.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Quantitative skills

Education

Associate or Bachelor’s degree preferred

Tools

CRM experience

Excel

Microsoft Office Suite

Job description

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.

JOB DESCRIPTION

• 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

The salary range for this position is $43,000-$57,000 per year. The salary offered depends on the candidates’ experience, work location, skills, etc.

Mauser Packaging Solutions offers a comprehensive benefits package, including medical, dental, paid time off, and other competitive benefits.

About Us

Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development?
Mauser Packaging Solutions is that company.
Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team.
At Mauser Packaging Solutions, you can be proud to work for a company that’s always striving to innovate and serve customers better—and help them be better stewards of the environment.
Whether you’re a seasoned professional—or just beginning your career—there’s a place where you can help make a difference at Mauser Packaging Solutions. Join us!

Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.