Customer Service Representative

IPL Schoeller; Shelbyville (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

IPL Schoeller is seeking a Customer Service Representative to manage customer inquiries and orders, ensuring accuracy and timely delivery in a fast-paced manufacturing setting. You will maintain records, resolve issues, and collaborate with production, logistics, and sales to meet SLAs and KPIs.

A high school diploma is required; an Associate degree is a plus. ERP experience (SAP/Oracle) and 2+ years in manufacturing customer service are preferred.

Qualifications

• Minimum of a high school diploma; an assoc. degree is advantageous.
• Strong written and verbal communication skills.
• Experience with ERP systems (e.g., SAP, Oracle) and MS Office.
• Excellent organizational and time management skills.
• 2+ years of customer service experience in manufacturing/packaging.
• Experience working with SLAs and KPIs in customer-facing roles.
• Familiarity with plastics packaging is a plus.
• Ability to multitask under pressure and work independently.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints.
• Process orders accurately using ERP systems and ensure on-time delivery.
• Monitor order status and communicate delays to customers.
• Collaborate with production, logistics, and sales to meet requirements.
• Maintain accurate customer records and documentation.
• Resolve complaints promptly and escalate when needed.
• Track KPIs such as order accuracy and customer satisfaction.
• Support process improvements in customer service and ensure policy compliance.

Skills

Communication skills

Time management

Attention to detail

Team player

Problem solving

Independent work

Customer service mindset

Education

High school diploma

Associate degree in Business/Supply Chain

Tools

Microsoft Office

ERP systems (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.