Customer Service Representative

Mauser Packaging Solutions; Valparaiso (IN); On-site; USD 33,000 - 45,000; Full time

Job summary

Mauser Packaging Solutions in Valparaiso, IN is seeking a Customer Service Representative (CSR) to serve as the liaison between the company and our customers, handling all orders from entry through shipment and addressing questions at the plant.

The CSR establishes relationships, manages order maintenance, tracks deliveries, notifies customers and internal teams of changes, handles credits and returns, and collaborates with planning, sales, and operations to resolve issues.

Qualifications

• Associate or bachelor’s degree preferred but not required.
• 1-3 years of customer service experience required.
• Manufacturing experience is strongly preferred.

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 resolve any conflicts.
• Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; recommend corrective action to customer issues as necessary.
• Review orders after shipment for billing accuracy and any quantity item errors.
• Manage the issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items, identify and communicate items that have not tracked to plan.
• Ensure that any customer complaints have been resolved in a satisfactory manner, obtaining guidance/approval from supervisor when necessary.
• Communicate with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepare necessary reports for Plant Management and customers such as inventory and open order reports and track shipments associated with invoices.
• Process plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• File any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Perform other duties as assigned.

Skills

Customer Service

CRM experience

Microsoft Excel

Communication

Problem solving

Quantitative skills

Cross-functional collaboration

Attention to detail

Education

Associate or Bachelor's degree preferred

Job description

Customer Service Representative (CSR) functions as the liaison between Mauser Packaging Solutions and our 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 resolve any conflicts. Track and communicate 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; recommend corrective action to customer issues as necessary.
• Review orders after shipment for billing accuracy and any quantity item errors.
• Manage the issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items, identify and communicate items that have not tracked to plan.
• Ensure that any customer complaints have been resolved in a satisfactory manner, obtaining guidance/approval from supervisor when necessary.
• Communicate with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepare necessary reports for Plant Management and customers such as inventory and open order reports and track shipments associated with invoices.
• Process plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• File any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Perform 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