Customer Service Representative

Mauser Packaging Solutions; Anniston (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Mauser Packaging Solutions in Alabama seeks a Customer Service Representative to act as the liaison between the company and its customers. You will handle all customer orders from entry to shipment and serve as the first contact at the plant, assisting with questions and concerns.

Key duties include building relationships, managing order entry, coordinating delivery schedules, notifying customers of changes, and communicating with internal teams.

Qualifications

• Associate or bachelor’s degree preferred.
• 1-3 years customer service experience.
• Microsoft Office Suite – basic to above-average computer skills including Excel
• CRM experience preferred
• Ability to perform basic quantitative skills
• 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 resolve conflicts; track and communicate changes to the customer.
• Communicate order confirmations, changes and cancellations to customers and internal Mauser team members.
• Inform sales and operations of unresolved service issues; recommend corrective action as necessary.
• Review orders after shipment for billing accuracy and any quantity item errors.
• Manage the issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items; identify items not tracked to plan.
• Ensure that customer complaints are resolved in a satisfactory manner; obtain guidance from supervisor when necessary.
• Communicate with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepare necessary reports for Plant Management and customers such as inventory and open order reports and track shipments associated with invoices.
• Process plant claims including deductions for shortages, quality issues and miscellaneous items.
• File customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Perform other duties as assigned.

Skills

Customer service

CRM

Excel

Microsoft Office

Quantitative skills

Verbal and written communication

Problem solving

Education

Associate or Bachelor’s degree preferred

Tools

CRM

Microsoft Office

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 resolve any conflicts. Track and communicate 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; recommend corrective action to customer issues as necessary.
• Review orders after shipment for billing accuracy and any quantity item errors.
• Manage the issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items, identify and communicate items that have not tracked to plan.
• Ensure that any customer complaints have been resolved in a satisfactory manner, obtaining guidance/approval from supervisor when necessary.
• Communicate with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepare necessary reports for Plant Management and customers such as inventory and open order reports and track shipments associated with invoices.
• Process plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• File any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Perform 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