Customer Service Representative

BWAY; Valparaiso (IN); On-site; USD 40,000 - 52,000; Full time

Job summary

Mauser Packaging Solutions is seeking a Customer Service Representative to act as the liaison between the company and its customers. You will handle orders from entry through shipment and serve as the first point of contact for plant customers, resolving questions and concerns.

You will establish relationships, maintain orders, track delivery schedules, and communicate changes and issues to customers and internal teams.

Qualifications

• Associate or Bachelor’s degree preferred but not required.
• Manufacturing experience is strongly preferred.
• 1–3 years of customer service experience required.
• Microsoft Office Suite—basic to above-average skills including Excel.
• CRM experience preferred.
• Ability to work with all areas of the business including plant and sales personnel.
• Professional verbal and written communication.
• Strong customer service advocacy and problem-solving skills.

Responsibilities

• Establish relationships with customers by communicating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Review plant delivery schedules versus requested dates and resolves conflicts.
• Tracks and communicates changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to customers and internal teams.
• Inform sales and operations of unresolved service issues and recommend corrective action.
• Review orders after shipment for billing accuracy and quantity issues.
• Manage issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items and report deviations.
• Ensure customer complaints are resolved satisfactorily with supervisor guidance as needed.
• Communicate with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepare reports for Plant Management and customers such as inventory and open order reports.

Skills

Customer service

Verbal & written communication

Problem solving

Cross-functional communication

Education

Associate or Bachelor's degree preferred

Tools

Microsoft Excel

CRM software

Job description

JOB DESCRIPTION

The Customer Service Representative (CSR) functions as the liaison between Mauser Corporation and its customers. Handles all customer orders from order entry through shipment of orders. The CSR acts as the first point of contact for the customer at their respective plant and helps customers with all questions and concerns that arise.

Responsibilities:

• Establish relationships with customers by communicating and resolving issues.


• Responsible for order entry and/or maintenance for assigned accounts.


• Review plant delivery schedules versus requested dates and resolves any conflicts.


• Tracks and communicates any changes and potential service issues to the customer.


• Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members.


• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.


• Reviews orders after shipment for billing accuracy and any quantity item errors.


• Manages the issuing of credits, return authorizations and pallet returns.


• Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.


• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.


• Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.


• Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices.


• Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.


• Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.


• Performs other duties as assigned.

Requirements:

• Associate or Bachelor's degree preferred but not required


• Manufacturing experience is strongly preferred


• 1-3 years of customer service experience required


• Microsoft Office Suite - basic to above-average computer skills including Excel


• CRM experience preferred


• Ability to perform basic quantitative skills required, Ability to work with all areas of the business including plant and sales personnel.


• Professional verbal and written communication


• Strong customer service advocacy and problem-solving skills

ABOUT US

Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development? Mauser Packaging Solutions is that company. Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team. At Mauser Packaging Solutions, you can be proud to work for a company that's always striving to innovate and serve customers better-and help them be better stewards of the environment. Whether you're a seasoned professional-or just beginning your career-there's a place where you can help make a difference at Mauser Packaging Solutions. Join us!

Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.