Customer Service Representative

IPL Schoeller; Kentucky; Hybrid; USD 36,000 - 48,000; Full time

Job summary

IPL Schoeller is seeking a Customer Service Representative to manage customer inquiries and orders in a fast-paced manufacturing setting. You will work with production, logistics, and sales teams to ensure timely delivery and uphold SLAs.

The role requires strong communication, proficiency with ERP systems, and the ability to handle multiple tasks while maintaining accuracy and customer satisfaction.

Qualifications

• Minimum 2+ years in customer service, preferably in manufacturing or packaging.
• Proven ability to manage orders, inquiries, and relationships with customers.
• Experience using ERP systems and Office tools.

Responsibilities

• Serve as the first point of contact for inquiries, orders, and complaints via multiple channels.
• Process orders accurately in ERP, ensuring timely delivery and adherence to SLAs.
• Monitor order status and communicate delays or issues to customers.
• Collaborate with production, logistics and sales to meet customer requirements.
• Maintain accurate customer records and documentation.
• Resolve complaints promptly and escalate when necessary.
• Track KPIs: order accuracy, response time, CSAT, resolution rates.
• Support continuous improvement of customer service processes.
• Ensure compliance with company policies and quality standards.

Skills

Customer service

Communication

MS Office

ERP systems

Education

High school diploma

Assoc. Degree in Business / Supply Chain

Tools

SAP

Oracle

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.