Customer Service Representative

IPL Schoeller; Leominster (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

IPL Schoeller in Leominster, Massachusetts, is seeking a Customer Service Representative to manage customer inquiries and orders. The ideal candidate will efficiently resolve issues while ensuring exceptional customer satisfaction, working closely with various internal teams.

Applicants should have strong communication skills, proficiency in ERP systems, and at least 2 years of experience in customer service within a manufacturing environment. Join IPL Schoeller to contribute to our commitment to quality and service excellence.

Qualifications

• Minimum of a high school diploma; an associate degree is advantageous.
• 2+ years of customer service experience, preferably in manufacturing.
• Familiarity with plastic packaging industry is a plus.

Responsibilities

• Serve as the first point of contact for inquiries, orders, and complaints.
• Process customer orders accurately and ensure timely delivery.
• Monitor order status and communicate any delays to customers.

Skills

Strong written and verbal communication skills

Proficiency in Microsoft Office Suite

Excellent organizational and time management skills

Strong problem-solving skills

Attention to detail

Education

High school diploma or associate degree in Business/Supply Chain

Tools

ERP systems (e.g., 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 approximately 4,100 employees across North America (1,600 employees) and Europe (2,500 employees).

The Role

As a 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 inquiries, 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 exceptional 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; an associate degree (HND) in Business, Supply Chain, or a related field is advantageous.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or similar).
• 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.