Customer Service Representative

Southeastern Container; Winchester (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health Insurance (Medical, Dental, Vis

Paid Time Off

401k w/ Company Match

Short/Long Term Disability

Company Sponsored Life Insurance

Job summary

Southeastern Container, Inc. seeks a Customer Service Representative to be the main contact for customers, ensuring exceptional service through effective communication, order management, and issue resolution.

You will work closely with production, QA, scheduling, logistics, and customer personnel to meet requirements and address concerns promptly. Responsibilities include managing corrective actions, coordinating with multiple departments, and maintaining detailed records and test results.

Qualifications

• Associate's or Bachelor's degree in a technical, business, or science field, or equivalent manufacturing experience.
• 3+ years in customer service, quality, or manufacturing, preferably in packaging, plastics, or food and beverage.
• Experience running a complaint or corrective action to completion, including root cause analysis and documentation.
• Excellent written and verbal communication skills with customers, plant personnel, and management; proficiency with Microsoft Office Suite.

Responsibilities

• Develop strong customer relationships through prompt communication, visits, and partnership meetings; resolve concerns and answer first-level technical questions.
• Manage DMR records, corrective action responses, priorities, due dates, and update statuses; coordinate recalls when required.
• Coordinate with manufacturing, QA, laboratories, logistics, and sales teams to meet customer requirements and investigate concerns; communicate results.
• Prepare customer visit reports, business updates, supporting records, and performance trends; track improvements and results.
• Coordinate routine laboratory testing and verify requests and results; escalate unusual findings and support investigations.
• Maintain knowledge of blow molding, injection molding, and closure processes to support troubleshooting and defect analysis.
• Complete structured technical onboarding within 12 months; floor time in plants and customer lines is essential.

Skills

Customer service

Quality management

Root cause analysis

Communication

Education

Associate's or Bachelor's degree

Tools

GainSeeker

Power BI

SPC system

Job description

Southeastern Container, Inc. is one of the largest leading manufacturers of PET beverage bottles and preforms, proudly supplying the Coca-Cola bottling system throughout the East Coast and Midwest. For over 40 years, we’ve built a reputation for stability, quality, and sustained growth. We are now seeking talented individuals to join our team for the following role:The Customer Service Representative serves as the primary point of contact for customers and is responsible for ensuring exceptional customer service through effective communication, order management, issue resolution, and coordination with internal departments. This position works closely with production, quality, scheduling, logistics, and customer personnel to ensure customer requirements are met and customer concerns are addressed promptly and professionally.RESPONSIBILITIES: The following duties are representative of the position. Additional job-related duties may be assigned as business or operational needs require.Develop strong customer relationships through regular prompt communication, visits, and partnership meetings and timely resolution of concerns; understand expectations and coordinate follow-up commitments, including first-level technical questions on bottle, preform, and closure performance.Manage DMR records, corrective action responses, priorities, due dates, and status updates to ensure timely closure of customer issues; coordinate product recalls and re-selection activities when required.Coordinate with manufacturing, QA, laboratories, logistics, sales, and other teams to meet customer requirements, thoroughly investigate customer concerns, determine solutions, and communicate results.Prepare customer visit reports, business updates, supporting records, and performance trends, including applicable water-test results; recommend improvements and track implementation.Coordinate routine and special laboratory testing and verify the completeness of requests and results. Escalate unusual or out-of-specification findings and support complaint investigations.Control returned nonconforming products and hold-area inventory by verifying receipt, condition, quantity, traceability, and scan counts ensuring secure segregation and restricted access. Conduct inspections and aging reviews and investigate discrepancies. Document release or disposition authorization.Maintain a working knowledge of blow molding, injection molding, and closure manufacturing processes, equipment, materials, tooling, and key process parameters to support troubleshooting, defect analysis, complaint investigations, and corrective actions.Complete a structured technical onboarding within the first 12 months covering blow molding, injection molding and closure manufacturing and application. Floor time in the plants and on customer filling lines is a key part of this position.Maintain knowledge of SEC and customer product specifications, drawings, and applicable test methods, and apply them when judging conformance and when answering a customer on whether product met spec.Comply with all product safety, legality, regulatory, and quality requirements.REQUIRED QUALIFICATIONS :• Associate's or bachelor's degree in a technical, business, or science field, or equivalentmanufacturing experience.• 3+ years in customer service, quality, or manufacturing, preferably in packaging,plastics, or food and beverage.• Working knowledge of at least one of the following: blow molding, injection molding, orclosure manufacturing and the willingness to learn.• Experience running a complaint or corrective action to completion, including root causeanalysis and documentation.• Excellent written and verbal communication skills with customers, plant personnel,and management; proficiency with Microsoft Office Suite, including Excel, PowerPoint,Outlook, and Word.• Experience supporting large customer accounts or manufacturing customers.• Willingness to travel to customer sites and SEC plants.PREFERRED QUALIFICATIONS :• Familiarity with capper setup and closure application, including feed systems,orienters, chucks, and torque measurement.• Experience supporting Coca-Cola bottlers and working to NAOU standard methods andspecifications.• Ability to effectively manage multiple priorities and deadlines.• Strong attention to detail and organizational skills; problem-solving and conflictresolutionabilities.• Ability to maintain confidentiality and professionalism.• Experience with GainSeeker or a comparable SPC system, and Power BI.• Working knowledge of ISO 9001, FSSC 22000, HACCP, and FDA food-contactrequirements; Lean or Six Sigma training.• Demonstrated root cause and problem-solving tools such as 5-Why, fishbone, and 8D.BENEFITS INCLUDE :Health Insurance (Medical, Dental, Vision)Paid Time Off401k w/ Company MatchShort/Long Term DisabilityCompany Sponsored Life Insurance