Customer Service Representative

WDP; Mattawan (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Western Diversified Plastics is seeking a Customer Service Representative in Mattawan, MI to serve as the main contact for assigned accounts. You will collaborate with Scheduling, Production, Logistics, and Shipping to ensure accurate orders, timely responses, and seamless delivery.

The role requires 2+ years in customer service or order management in a manufacturing environment, with strong communication and analytical skills.

Qualifications

• Minimum 2+ years in customer service, order management, or order entry in a manufacturing setting.
• Proficient in Microsoft Office and ERP systems; IQMS experience is a plus.
• Strong communication, negotiation, and problem-solving abilities.

Responsibilities

• Enter orders and track status in ERP system.
• Create packing slips and bills of lading for shipments.
• Respond to high-volume customer emails promptly and professionally.
• Answer incoming calls courteously and provide solutions.
• Process orders, changes, cancellations, and inquiries accurately.
• Monitor backorders and coordinate resolutions with teams.
• Expedite orders to meet delivery requirements with cross-functional partners.
• Maintain accurate order data in ERP.
• Manage shared customer service mailboxes and respond timely.

Skills

Customer service

Communication

Analytical thinking

Organizational skills

Education

High school diploma or equivalent

Associate degree in Business or related field preferred

Tools

Microsoft Office (Excel/Word/PowerPoint)

IQMS ERP experience

Job description

Job DetailsJob Location: Mattawan, MI 49071Position Type: Full TimeTravel Percentage: NoneJob Category: Customer ServiceMattawan, Michigan

Position Summary

The Customer Service Representative plays a vital role in delivering an outstanding customer experience and building lasting customer partnerships. As the primary point of contact for assigned accounts, this role collaborates with cross-functional teams to ensure seamless order execution, resolve customer needs, and provide proactive, solutions-driven support. If you enjoy building relationships, solving challenges, and making a direct impact in a fast-paced manufacturing environment, we'd love to have you on our team.

Customer Account Responsibilities

• Enter orders (releases) and follow the status in the ERP system
• Create packing slips and bills of lading for shipments and all required paperwork
• Provide exceptional customer service by responding to a high volume of customer emails promptly and professionally.
• Answer incoming customer calls in a courteous, timely, and solution-oriented manner.
• Process customer orders, changes, cancellations, and inquiries accurately and efficiently.
• Monitor and manage customer backorders, communicating updates and coordinating resolution as needed.
• Expedite customer orders to meet delivery requirements while partnering with Scheduling, Production, Logistics, and Shipping.
• Maintain accurate customer order information within the ERP system.
• Manage shared Customer Service mailboxes, ensuring timely responses to customer, sales, and warehouse requests.
• Develop a strong understanding of customer requirements, products, and internal processes to effectively support business objectives.
• Collaborate with cross-functional teams to resolve order, inventory, shipping, and customer-related issues.
• Communicate professionally, both verbally and in writing, with customers and internal stakeholders.
• Provide backup support for other Customer Service team members as business needs require.
• Provide general office assistance as needed.
• Maintain a safe, organized, and professional work environment.
• Perform additional duties as need to support business operations and customer satisfaction

QualificationsRequired Education/Skills/Abilities

• High school diploma or equivalent required; Associate degree in Business or a related field preferred.
• Minimum 2+ years of customer service, order management, or order entry experience, preferably in a manufacturing environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and ERP/business systems; IQMS experience a plus.
• Strong communication (written and verbal), interpersonal, and negotiation skills.
• Strong analytical, research, and problem-solving abilities.
• Critical thinker with a proactive, solution-oriented mindset.
• Highly organized with strong attention to detail and documentation skills.
• Ability to work effectively both independently and as part of a team.

Western Diversified Plastics is an equal opportunity employer. We are committed to providing a work environment that is free from discrimination and harassment. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other characteristic protected by law.

We are committed to providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation to complete the application process, please contact 269-668-3393 and request Human Resources. Requests will be kept confidential and handled in accordance with applicable laws.

Western Diversified Plastics participates in E-Verify to confirm work authorization. For more information, visit www.e-verify.gov.