Customer Service Representative

PPC INDUSTRIES INC; Pleasant Prairie (WI); On-site; USD 42,000 - 55,000; Full time

Job summary

PPC Industries Inc. in Pleasant Prairie, WI is seeking a customer service professional to manage orders from entry to delivery, ensuring accuracy and timely fulfillment. You will coordinate with operations, engineering, and sales to resolve issues and improve overall customer satisfaction.

Responsibilities include order validation, scheduling support, and cross-functional communication. Travel up to 30% may be required; college degree preferred and 3+ years of experience are advantageous.

Qualifications

• Minimum of 3 years customer service experience.
• Demonstrate creative problem-solving skill sets with the ability to handle external customers, think strategically, and act tactically.
• Strong organizational skills with time management and prioritization.
• Clear and concise communication via telephone, e-mail and written correspondence.
• Possesses leadership skills to drive change in the supply chain.

Responsibilities

• Reviews all customer orders and order acknowledgments (OA) for accuracy and resolves discrepancies.
• Engages with operations/engineering to ensure order specs reflect product documentation at the site.
• Supports scheduling and purchasing to ensure timely order entry; backup support during absences.
• Performs marketing tasks including lead management, samples, trade show support, and collateral handling.
• Builds and maintains strong relationships with customers and addresses their needs promptly.
• Communicates shipment dates, delays, and issues to customers and the sales team.
• Acts as escalation point for customer issues and ensures timely resolution.
• Conducts regular client meetings to gather feedback and identify improvement opportunities.
• Collaborates with cross-functional teams to streamline operations and forecast planning.
• Willingness to travel up to 30% and perform other duties as assigned.

Skills

Customer service

Problem solving

Time management

Communication

Leadership

Analytical thinking

Attention to detail

Education

High School Diploma

College degree preferred

Tools

IQMS

Job description

Job DetailsJob Location: PPC - Pleasant Prairie - Pleasant Prairie, WI 53158Position Type: Full TimeThis customer service position reports to the Customer Service Manager, Fluid Management & Flexibles. This role serves our customers and plant operations by entering, maintaining and communicating internally and with the customer, details regarding customer purchase orders and order forecast. Identifies any discrepancies or contingencies with a purchase order that would prevent an order confirmation, assembles the resources and stakeholders necessary to resolve these issues, and ensures complete order success, maximizing the plant’s production efficiency and meeting/exceeding the customers’ expectation to deliver product on time and in full.

• Reviews all customer orders and order acknowledgments (OA) for accuracy and resolves any order discrepancies internally and/or with the customer
• Engages with operations and/or engineering to ensure order specs and product revision reflect product documentation at the site
• Supports scheduling and purchasing colleagues to ensure orders and jobs are entered in a timely manner; may provide backup support to scheduling and purchasing as needed during absences
• Performs various tasks in support of marketing, including lead management, samples, trade show support, and collateral handling as required
• Build and maintain strong relationships with customers, addressing their needs and concerns promptly and effectively.
• Communicate effectively with customers and the sales team regarding shipment dates, potential delays, and any issues affecting their orders.
• Serve as an escalation point for customer issues and ensure timely resolution.
• Conduct regular client meetings to gather feedback, discuss service performance, and identify opportunities for improvement.
• Engages with field-based sales personnel as necessary to ensure customer satisfaction
• Interacts regularly with a cross-functional team-including engineering, operations, quality, field-based sales, finance, site management, and global counterparts throughout the company, building and fostering a healthy working environment based on teamwork
• Collaborate with other departments to streamline operations and improve overall customer experience
• Collaborate closely with customers to assist in forecasting and planning, ensuring alignment with their needs and operational capabilities
• Upholds Spectrum and DuPont’s vision and core values
• Willingness to travel, up to 30%
• All other duties, as assigned

Qualifications

• High School Diploma (College Degree Preferred)
• Minimum of 3 years customer service experience
• Demonstrate creative problem-solving skill sets with the ability to handle external customers, think strategically, and act tactically
• Strong organizational skills supported by a self-disciplined operating structure with superior time management/prioritization skills
• Clear and concise communication skills via telephone, e-mail and written correspondence
• Possesses the vision and leadership skill sets to successfully drive change and position SPG as the lead supplier in our customer's supply chain
• Self-motivated, strong interpersonal and leadership skills associated with managing people/processes.
• Ability to maintain accuracy in a fast-paced environment
• Analytical aptitude; excellent problem-solving skills
• Proficiency in using IQMS for order entry and reports a strong plus
• Ability to handle deadlines and expedited situations in an efficient and professional manner