Customer Service Representative

SOUTHEASTERN CONTAINER INC; Winchester (VA); On-site; USD 73,000 - 102,000; 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. in Winchester, VA, is seeking a Customer Service Representative to be the primary contact for customers, manage orders, and coordinate with production, quality, scheduling, logistics to meet requirements and address concerns promptly.

The role emphasizes effective communication, data handling, and collaboration across departments to ensure customer satisfaction and adherence to quality standards. Travel to customer sites and SEC plants may be required.

Qualifications

• Associate's or bachelor's degree in a technical, business, or science field.
• 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, including Excel, PowerPoint, Outlook, and Word.
• Willingness to travel to customer sites and SEC plants.

Responsibilities

• 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.

Skills

Customer service

Quality management

Manufacturing

Communication skills

Education

Associate's or Bachelor's degree in a technical, business, or science field

Tools

Power BI

GainSeeker

Job description

Job Details:

Job Location: VA - WINCHESTER, VA, Salary Range: $73000.00 - $102000.00Salary,

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.

QUALIFICATIONS: REQUIRED 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.
• Working knowledge of at least one of the following: blow molding, injection molding, or closure manufacturing and the willingness to learn.
• 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, 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 and specifications.
• Ability to effectively manage multiple priorities and deadlines.
• Strong attention to detail and organizational skills; problem-solving and conflictresolution abilities.
• 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-contact requirements; 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 Off
• 401k w/ Company Match
• Short/Long Term Disability
• Company Sponsored Life Insurance