Customer Service Representative

IPL Schoeller; Goodyear (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

IPL Schoeller is a leading plastics packaging manufacturer with a global footprint. We are seeking a Customer Service Representative to be the main point of contact for customers, managing orders, resolving inquiries, and maintaining strong relationships.

In this role, you will work with production, logistics, and sales to meet customer requirements, monitor SLA adherence, and drive KPIs such as order accuracy and response times in a fast-paced manufacturing environment.

Qualifications

• Requires strong written and verbal communication skills.
• Organizational skills and time management are essential.
• Ability to work independently and as part of a team.
• Experience handling SLAs and KPIs in a customer-facing role.
• 2 years of customer service experience, preferably in manufacturing.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to SLAs.
• Monitor and manage order status, proactively communicating delays or issues to customers.
• Collaborate with production, logistics, and sales teams to meet customer requirements.
• Maintain accurate customer records and documentation.
• Resolve customer complaints promptly, escalating when necessary.
• Track and report KPIs such as order accuracy, response time, customer satisfaction, and resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, regulations, and quality standards.

Skills

Communication

Organization

Teamwork

Problem solving

Customer service experience

SLA/KPI experience

Education

High school diploma

Diploma/Associate degree in Business

Tools

ERP SAP

ERP Oracle

MS Office

Job description

Who We Are

On July 1, 2025, IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the ‘company’). The Company’s operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).

The company is headquartered in Dublin, Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging, consumer and industrial packaging, environmental containers and agricultural packaging. The company employs c.4,100 employees across North America (1,600 employees) and Europe (2,500 employees.)

The role

As Customer Service Representative, you will be the primary point of contact for customers, ensuring their needs are met with efficiency, professionalism, and care. This role involves managing orders, resolving in-quiries, and maintaining strong relationships with customers. You will play a critical role in upholding service level agreements (SLAs) and achieving key performance indicators (KPIs) that support customer satisfaction and operational excellence. You will be detail-oriented, proactive, and passionate about delivering excep-tional service in a fast-paced manufacturing environment

As a Customer Service Representative at IPL you will:

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to agreed SLAs.
• Monitor and manage order status, proactively communicating any delays or issues to customers.
• Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
• Maintain accurate customer records and documentation.
• Resolve customer complaints and issues promptly, escalating when necessary.
• Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, industry regulations, and quality standards.

What you will bring to the role:

• Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business, Supply Chain, or a related field will be advantageous.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or simi-lar).
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• 2 years of customer service experience, preferably in a manufacturing or packaging environment.
• Experience working with SLAs and KPIs in a customer-facing role.
• Familiarity with the plastics packaging industry or similar sectors is a plus.
• Demonstrated ability to manage multiple tasks and priorities under pressure.