Customer Service Specialist - Manufacturing & Orders

IPL Schoeller; Kentucky; Hybrid; USD 36,000 - 48,000; Full time

Job summary

IPL Schoeller is seeking a Customer Service Representative to manage customer inquiries and orders in a fast-paced manufacturing setting. You will work with production, logistics, and sales teams to ensure timely delivery and uphold SLAs.

The role requires strong communication, proficiency with ERP systems, and the ability to handle multiple tasks while maintaining accuracy and customer satisfaction.

Qualifications

• Minimum 2+ years in customer service, preferably in manufacturing or packaging.
• Proven ability to manage orders, inquiries, and relationships with customers.
• Experience using ERP systems and Office tools.

Responsibilities

• Serve as the first point of contact for inquiries, orders, and complaints via multiple channels.
• Process orders accurately in ERP, ensuring timely delivery and adherence to SLAs.
• Monitor order status and communicate delays or issues to customers.
• Collaborate with production, logistics and sales to meet customer requirements.
• Maintain accurate customer records and documentation.
• Resolve complaints promptly and escalate when necessary.
• Track KPIs: order accuracy, response time, CSAT, resolution rates.
• Support continuous improvement of customer service processes.
• Ensure compliance with company policies and quality standards.

Skills

Customer service

Communication

MS Office

ERP systems

Education

High school diploma

Assoc. Degree in Business / Supply Chain

Tools

SAP

Oracle

Job description

IPL Schoeller is seeking a Customer Service Representative to manage customer inquiries and orders in a fast-paced manufacturing setting. You will work with production, logistics, and sales teams to ensure timely delivery and uphold SLAs.

The role requires strong communication, proficiency with ERP systems, and the ability to handle multiple tasks while maintaining accuracy and customer satisfaction.