Customer Success & Order Fulfillment Specialist

BWAY; Addison (IL); On-site; USD 43,000 - 57,000; Full time

Job summary

Mauser Packaging Solutions in Addison, IL is seeking a Customer Service Representative to establish relationships with customers, manage orders, and coordinate with internal teams. The role emphasizes timely communication, issue resolution, and accurate processing of orders and credits.

The position requires 1–3 years of customer service experience, with a preference for manufacturing exposure, and proficient Microsoft Office and CRM usage.

Qualifications

• Associate or bachelor's degree preferred but not required.
• Manufacturing experience preferred.
• 1–3 years customer service experience required.
• Microsoft Office Suite basic to above-average skills including Excel.
• CRM experience preferred.
• Ability to perform basic quantitative skills.
• 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.
• Track and communicate changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to both customers and internal teams.
• Inform sales and operations of unresolved service issues; recommends corrective action.
• Review orders after shipment for billing accuracy and item errors.
• Manage issuing of credits, return authorizations and pallet returns.
• Review inventory usage on stocked items and identify items not tracked to plan.
• Ensure customer complaints are resolved satisfactorily with supervisor guidance when 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 orders; track shipments with invoices.
• Process plant claims including deductions for shortages, quality issues, and miscellaneous items.
• File customer paperwork such as shipping docs or orders timely.
• Perform other duties as assigned.

Skills

Communication skills

Customer service

Team collaboration

Problem solving

Education

Associate or Bachelor's degree

Tools

Microsoft Office

CRM software

Excel

Job description

Mauser Packaging Solutions in Addison, IL is seeking a Customer Service Representative to establish relationships with customers, manage orders, and coordinate with internal teams. The role emphasizes timely communication, issue resolution, and accurate processing of orders and credits.

The position requires 1–3 years of customer service experience, with a preference for manufacturing exposure, and proficient Microsoft Office and CRM usage.