Customer Service Representative

Green Bay Packaging; Kalamazoo (MI); On-site; USD 48,000 - 58,000; Full time

Job summary

Green Bay Packaging in Kalamazoo, MI is seeking a Customer Service Representative who acts more like a project manager than a traditional call center agent. You’ll manage customer orders, coordinate with sales and production teams, and ensure accurate, timely communication to support National Account sales efforts.

The role emphasizes strong production process knowledge, detailed records, and the ability to thrive in a fast-paced environment while delivering high-quality service to customers.

Qualifications

• High school diploma required; Associate or Bachelor's degree preferred
• Minimum of one year in a customer service environment
• Strong customer orientation and commitment to service excellence
• Superior organizational and time management skills
• Excellent verbal and written communication skills
• Exceptional interpersonal skills across all levels of the company
• Self-starter with ability to work independently
• High attention to detail and strong problem-solving skills
• Proficiency in Microsoft Office; data entry experience
• Experience in a manufacturing environment preferred

Responsibilities

• Provide timely and accurate information about incoming customer order status and product knowledge requests
• Process customer orders/changes and returns according to department policies and procedures
• Process customer returns according to department policies and procedures
• Work closely with accounts receivable to resolve disputed payment items
• Provide timely feedback to the Company regarding service failures or customer concerns
• Partner with Sales Representatives to meet and exceed each customer's service expectations
• Ability to prioritize a fluctuating workload
• Willingness to work with clients and sales representatives through various media

Skills

Customer service

Communication

Organization

Time management

Interpersonal skills

Problem solving

Self-starter

Education

HS Diploma

AA/BA preferred

Tools

Microsoft Office

Data entry

Job description

Description

Position Overview

We are a work from work organization; this position is not remote.

Wage Range is $48k to 58k

Our Customer Service Representative position is more Project Management position, not a Call-Center position.

The Customer Service Representative (CSR) is responsible for delivering high-quality, consistent, and efficient service to customers through daily interaction with clients, sales representatives, production teams, and internal departments. This role supports the National Account Sales Team and requires a strong understanding of production processes to ensure accurate and timely communication. The CSR will manage customer orders, resolve issues, and provide technical support while maintaining detailed records. A commitment to customer satisfaction and the ability to thrive in a fast-paced environment are essential.

Responsibilities

You will be expected to:

• Provide timely and accurate information about incoming customer order status and product knowledge requests.


• Process customer orders/changes and returns according to established department policies and procedures.


• Process customer returns according to established department policies and procedures.


• Work closely with accounts receivable department to resolve any disputed payment items.


• Provide timely feedback to the Company regarding service failures or customer concerns.


• Partner with Sales Representatives to meet and exceed each customer's service expectations.


• Ability to prioritize a fluctuating work load.


• Willingness to work with clients and sales representatives through a variety of media: phone, email, memos, etc.

Perform other duties as assigned.

Qualifications

• High school diploma required; Associate or Bachelor's degree preferred


• Minimum of one year in a customer service environment


• Strong customer orientation and commitment to service excellence


• Superior organizational and time management skills


• Excellent verbal and written communication skills


• Exceptional interpersonal skills and ability to interact across all levels of the company


• Self-starter with the ability to work independently


• High attention to detail and strong problem-solving skills


• Proficiency in Microsoft Office; previous data entry experience required


• Experience in a manufacturing environment preferred

Ability to manage multiple tasks in a fast-paced, team-based environment

Compensation & Benefits

In addition to a competitive wage, the selected candidate will enjoy a comprehensive benefit package including medical, dental, vision, prescription drug, wellness programs, STD, LTD, life insurance, company matching 401(k) and pension. Green Bay Packaging benefits may vary by position or division.

Company Overview

Started in 1933, Green Bay Packaging Inc. is a family-owned, vertically integrated company consisting of corrugated container plants, a folding carton facility, recycled and virgin containerboard mills, pressure-sensitive label roll stock plants, timberlands, a paper slitting operation, and a sawmill facility. Headquartered in Green Bay, WI, Green Bay Packaging Inc. employs over 5,000 team members and operates more than 40 facilities in 16 states. Green Bay Packaging is committed to innovative product development, sustainable forestry practices, and emphasizes safety, quality, and continuous improvement. For more information, visit gbp.com.

Qualifications

Behaviors

• Team Player - Works well as a member of a group


• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Self-Starter - Inspired to perform without outside help

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.