Customer Service Representative

BWAY; Chicago (IL); On-site; USD 42,000 - 66,000; Full time

Job summary

Mauser Packaging Solutions in Chicago seeks a customer service representative to build relationships with customers, manage order entry, and resolve issues to support on-time delivery. You will coordinate with sales, planning, and plant teams to keep customers informed and satisfied.

You will review schedules, handle credits/returns, and generate reports while collaborating with internal teams to resolve problems and improve service levels.

Qualifications

• Associate or Bachelor's degree preferred but not required.
• Manufacturing experience strongly preferred.
• 1-3 years of 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 conflicts.
• Track and communicate changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to customers and internal teams.
• Inform sales and operations of unresolved service issues; recommend corrective action.
• 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 variances.
• Ensure customer complaints are resolved satisfactorily with supervisor guidance.
• Communicate with Planners, Sales, Pricing team, and Plant Management as needed.
• Prepare reports for Plant Management and customers such as inventory and open orders.
• Process plant claims including deductions for shortages or quality issues.
• File customer paperwork such as shipping documents or orders promptly.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Quantitative skills

Team collaboration

Education

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Excel

Job description

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 BWAY 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 is strongly preferred
• 1-3 years of 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

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.