Customer Service Representative

ProAmpac Holdings, Inc.; Huntley (IL); On-site; USD 50,000 - 72,000; Full time

Job summary

ProAmpac Holdings, Inc. is seeking a Customer Service professional in Huntley, IL to manage customer inquiries, process orders, and coordinate with internal departments to ensure satisfaction.

The role emphasizes accurate data entry, timely communication, and issue resolution for an assigned portfolio of accounts. Responsibilities include logging complaints, leveraging Salesforce for documentation, and collaborating across graphics, production, purchasing, logistics, and sales to ensure seamless

Qualifications

• HS/GED required; AS preferred.
• 2–4 years’ related field experience required.
• No leadership duties.
• Proficient with MS Office; Visio and Outlook.
• Maintains confidentiality and handles sensitive information.
• Strong time management and organization; multi-task to meet deadlines.
• Effective verbal, written, and presentation communication with internal/external clients.

Responsibilities

• Serve as liaison between customer and plant departments to coordinate service delivery.
• Interact with customers to understand needs and provide product/service guidance.
• Receive and manage inquiries via phone and email; resolve issues.
• Log customer complaints in Salesforce and ensure thorough follow-up.
• Oversee order fulfillment from entry to delivery and address delays.
• Handle sales-related admin tasks including data entry, documentation, and reporting.
• Enter purchase order details accurately for fulfillment and billing.
• Collaborate with graphics, production, purchasing, logistics, and sales for seamless service.
• Utilize ERP systems Traverse and Prestige.
• Provide backup support to the CSR team as needed.

Skills

Effective communication

Time management

Organization

Confidentiality

Multitasking

Education

HS/GED

AS preferred

Tools

Microsoft Office Suite

Visio

Outlook

Job description

Description

This position is responsible for meeting the goals and objectives of the organization by receiving, resolving, and communicating solutions to customer inquiries or complaints. This role focuses on maintaining customer satisfaction through accurate order processing, effective communication, and completing administrative tasks for an assigned portfolio of customer accounts. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions.

• Liaison between the Customer and all plant functional departments.
• Professionally engage with customers to understand and meet customer needs, offering advice and guidance on products and services, assisting customers in making informed decisions.
• Receives and manages customer inquiries, delivering responses via phone calls and emails, efficiently addressing their concerns and resolving issues encountered.
• Logging customer complaints in Salesforce for thorough documentation and follow-up, ensuring all complaints are properly addressed and resolved.
• Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays.
• Manage various sales-related administrative tasks, including data entry, documentation, and reporting to support efficient operations.
• Accurate entry of purchase order details into applicable systems, ensuring all information is correctly recorded for fulfillment and billing purposes.
• Collaborate with internal departments, including but not limited to, graphics, production, purchasing, logistics and sales to ensure seamless service delivery for assigned accounts.
• Use of company ERP system – Traverse, Prestige.
• Backup the CSR team when needed.

Qualifications, Education and Experience

• HS/GED required; AS preferred
• 2-4 years' experience in a related field experience in a related field required.
• This position has no leadership duties.
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar.
• Maintains strict confidentiality and protects privacy of confidential/sensitive information.
• Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
• Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
• Proactive; exercises sound judgment and decision-making; able to identify problems and needs and develop solutions and/or options.
• Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.

Salary Range - $50,000 - $72,000 based on experience

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Job Category: Customer Service Full-Time