Customer Service Representative

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

Job summary

Mauser Packaging Solutions is seeking a customer service advocate to establish strong relationships with customers and resolve issues promptly. You will manage order entry and maintenance for assigned accounts, monitor delivery schedules, and communicate changes to customers and internal teams.

The role requires proactive problem-solving, collaboration with sales and planning teams, and accuracy in billing and reporting.

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 skills including Excel
• CRM experience preferred
• 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 resolve conflicts; track and communicate changes.
• Communicate order confirmations, changes and cancellations to customers and Mauser team members.
• Inform sales and operations of unresolved service issues and recommend corrective actions.
• Review orders after shipment for billing accuracy and item errors.
• Manage issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items and communicate items not tracked to plan.
• Resolve customer complaints with supervisor guidance as needed.
• Communicate with Planners, Sales Reps, Pricing team and Plant Management as needed.
• Prepare reports for Plant Management and customers such as inventory and open order reports.

Skills

Customer service

Communication

Problem solving

Excel

Education

Associate degree preferred

Tools

CRM system

Microsoft Office

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.

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