Customer Service Representative

Customer Service Representative (CSR) functions as the liaison between Mauser Packaging Solutions and our customers. Handles all customer orders from order entry through shipment of orders. The CSR acts as the first point of contact for the customer at their respective plant and helps customers with all questions and concerns that arise.

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 any conflicts. Tracks and communicates any changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Reviews orders after shipment for billing accuracy and any quantity item errors.
• Manages the issuing of credits, return authorizations and pallet returns.
• Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.
• Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices
• Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Performs other duties as assigned.

Requirements:

• Associate or bachelor’s degree preferred but not required
• Manufacturing experience is strongly preferred
• 1-3 years of customer service experience required
• Microsoft Office Suite – basic to above-average computer skills including Excel
• CRM experience preferred
• Ability to perform basic quantitative skills required,
• 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