Sr. Customer Service Representatve

Nefab; Newark (NJ); On-site; USD 80,000 - 95,000; Full time

Job summary

Nefab Packaging West is seeking a Sr. Customer Service Representative to own and nurture key customer accounts, manage orders from intake to delivery, and coordinate with Sales, Planning, and Operations to ensure exemplary service.

You will proactively address risks, maintain strong relationships, and support account growth within a dynamic manufacturing packaging environment. Ideal candidates have 5+ years in customer service or inside account management, with strong forecasting, ERP/CRM

Qualifications

• 5+ years in customer service or account management within manufacturing or packaging.
• Strong understanding of order management, lead times, inventory, and forecasting.
• Experience with ERP/CRM systems and cross-functional collaboration.

Responsibilities

• Own day-to-day contact for assigned accounts; manage orders from intake to delivery.
• Coordinate with Sales, Planning, and Operations to meet customer expectations.
• Identify opportunities for account growth and ensure high service levels.

Skills

Customer service

Account management

Forecasting

ERP/CRM systems

Tools

ERP

CRM

Job description

Sr. Customer Service Representative, Nefab Packaging West

Nefab Group is on a growth journey, and we are dependent on high-performance people to succeed. Our Customer Service organization is vital for us to deliver solutions to our customers.

We are now looking for a Sr. Customer Service Representative to join our team in Nefab Newark.

As Sr. Customer Service Representative you will be responsible for managing the customer relationship from order intake through delivery and ongoing account support.

The Senior Customer Service Representative / Inside Account Manager serves as a primary point of contact for assigned customer accounts. This position goes beyond traditional customer service by taking ownership of assigned accounts, proactively managing customer needs, coordinating with internal teams, resolving service issues, monitoring account activity, and identifying opportunities to strengthen and grow customer relationships.

The ideal candidate is highly organized, commercially minded, customer-focused, and comfortable working cross-functionally within a fast-paced manufacturing and packaging environment.

This position is located in Newark,CA , and you will report to the Customer Service Manager.

Account Management & Customer Partnership

• Serve as the primary day-to-day contact for an assigned portfolio of customer accounts.
• Develop strong working relationships with customers and gain an understanding of their business, products, packaging requirements, forecasts, and service expectations.
• Proactively communicate regarding orders, lead times, inventory, production schedules, delivery expectations, and potential service risks.
• Conduct regular customer follow-up to ensure satisfaction and identify upcoming requirements or changes in demand.
• Participate in customer meetings and account reviews as appropriate.
• Partner with Sales and Business Development to support customer retention, account growth, and new opportunities within existing accounts.
• Identify potential opportunities for additional products, services, or packaging solutions and coordinate with the appropriate commercial team member.

Order & Project Management

• Manage customer orders from receipt through fulfillment, ensuring accuracy, timely processing, and effective communication.
• Review purchase orders, pricing, quantities, specifications, delivery requirements, and other relevant information before order entry.
• Monitor open orders and proactively address potential delays or issues.
• Coordinate customer forecasts and demand information with Planning, Production, Purchasing, Warehouse, and other internal teams.
• Support new product introductions, packaging changes, customer projects, and other account-related initiatives.
• Maintain accurate customer information, pricing, documentation, and account records within company systems.

Customer Issue Resolution

• Take ownership of customer concerns and coordinate internal resources to drive timely resolution.
• Investigate delivery, quality, pricing, inventory, or order discrepancies and maintain communication with the customer throughout the resolution process.
• Escalate significant customer concerns, service risks, or potential loss of business to appropriate leadership.
• Partner with Quality, Operations, Supply Chain, Engineering, and Sales on corrective actions and customer follow-up.
• Monitor recurring issues and help identify opportunities to improve processes and prevent future service failures.

Account Support

• Maintain awareness of account performance, order patterns, forecast changes, and customer demand.
• Assist with quotations, pricing updates, account documentation, and customer requests in partnership with Sales and Estimating.
• Monitor significant changes in customer purchasing behavior and communicate potential business risks or opportunities.
• Support customer retention efforts through proactive account management and consistent service.
• Assist with account transitions, onboarding of new customers, and implementation of new business.

Leadership & Team Support

• Serve as a resource and subject matter expert for Customer Service team members.
• Assist with training and onboarding new Customer Service Representatives.
• Share best practices and help promote consistent customer service processes across the team.
• Provide coverage for priority accounts when needed.
• Support continuous improvement initiatives related to customer experience, order management, communication, and operational efficiency.
• Demonstrate professional judgment and appropriately escalat business-critical issues.

Preferred Qualifications

• Experience supporting strategic, key, or high-volume customer accounts.
• Knowledge of custom packaging, protective packaging, corrugated products, foam, wood, thermoformed packaging, or related manufacturing solutions.
• Experience with forecasting, inventory programs, pricing, quoting, and new product introductions.
• Experience mentoring or training other customer service professionals.

Core Competencies

• Customer & Account Ownership
• Commercial Awareness
• Relationship Management
• Proactive Communication
• Problem Solving & Decision Making
• Cross-Functional Collaboration
• Planning & Prioritization
• Conflict Resolution
• Business Acumen
• Continuous Improvement
• Attention to Detail
• Accountability

Success in This Role

Success will be demonstrated through strong customer relationships, proactive account management, order accuracy, effective issue resolution, customer retention, reliable internal communication, and the ability to anticipate customer needs rather than simply react to them.

The Senior Customer Service Representative / Inside Account Manager is expected to act as an internal advocate for the customer while balancing customer expectations with the operational and commercial needs of the business.

Work Environment

This position is based in Newark, California and works closely with Customer Service, Sales, Operations, Planning, Purchasing, Quality, Engineering, Warehouse, and other functions supporting customer accounts.

The position may require occasional customer visits, meetings, or travel based on business needs.

Compensation

Salary Range: $80,000 – $95,000 annually, depending on experience, qualifications, and internal equity.

The company offers a competitive benefits package in accordance with applicable company plans and policies.

Equal Employment Opportunity

The Company is an Equal Opportunity Employer and provides employment opportunities without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

Your profile

• 5+ years of customer service, account management, inside sales, or related experience, preferably within manufacturing, packaging, distribution, or a B2B environment.
• Experience independently managing customer accounts and coordinating multiple priorities.
• Strong understanding of order management, production lead times, inventory, forecasting, and supply-chain processes.
• Strong written and verbal communication skills.
• Demonstrated ability to resolve customer issues professionally and maintain relationships during challenging situations.
• Strong organizational, analytical, and problem-solving skills.
• Ability to work effectively across departments and influence outcomes without direct authority.
• Proficiency with ERP, CRM, Microsoft Office, and related business systems.
• Experience within the packaging industry is strongly preferred.

Company values and Ways of Working

Our core values are Simplicity, Empowerment and Respect. Our ways of working are characterized by Customer First, Cooperation, and Communication. This means that we are always putting customers first, through cooperation and communication. We respect each other and the environment. People are empowered to grow and innovate to simplify.

Application

Nefab is an equal opportunity employer, embracing diversity and inclusion. We are committed to building teams with a variety of backgrounds, perspectives, and skills. We believe everyone has talent, and therefore welcome all applications.

Nefab Packaging West is part of the Nefab Group, which was founded in 1949 and is a world leading global provider of sustainable packaging solutions and logistics optimization services. Nefab saves environmental and financial resources by optimizing supply chains. We do this by innovating together with our customers to create smarter packaging and logistics solutions while always respecting people and high ethical standards. This contributes to a better tomorrow for our customers, for society, and for the environment.

With more than 75 years of experience combined with competence and presence in 39 countries, we offer global solutions and local service worldwide to companies in industries such as Telecom, Datacom, Semicon, Energy, Healthcare equipment, Mining & Construction, and LiB & E-mobility. Nefab Group has around 5,500 employees with a yearly turnover of 10.3 BSEK. The owners are the Nordgren/Pihl family and FAM AB, a privately owned holding company within the Wallenberg Ecosystem.