Customer Service Representative

The Customer Service Representative is a critical customer-facing role responsible for managing the full order experience from inquiry through delivery and issue resolution. This is not a scripted or repetitive contact center position. Each customer interaction requires judgment, problem-solving, follow-through, and the ability to coordinate across multiple internal functions to meet customer expectations.

This role works closely with customers, sales professionals, manufacturing plants, quality, compliance, planning, logistics, and other internal teams to ensure orders are accurately entered, clearly communicated, properly prioritized, and executed successfully. The Customer Service Representative often serves as the primary day-to-day contact for customers and plays a key role in building customer loyalty, trust, and confidence.

The ideal candidate will be highly organized, proactive, detail-oriented, and comfortable managing complex customer needs in a fast-paced manufacturing environment. This individual must be able to balance customer expectations with operational realities while maintaining a strong sense of ownership and urgency.

Job Duties:

• Functions as a customer advocate and operate with sense of urgency and ownership of customer issues through resolution
• Responsible for accurate entry of orders, monitors and tracks open orders
• Resolve complex issues and, when necessary, elevating the issues for problem resolution.
• Performs well under pressure and tight timeframes; able to consistently meet deadlines with high quality work
• Assists customers with inquiries and information about sales orders, quotations, product specifications/compatibility and pricing/availability, expedites, order investigations and RMA/credit requests
• Proactively recognize when an order has insufficient information and be comfortable seeking additional information in order to address the customer’s needs
• Offers alternative products as necessary, whenever we are unable to meet the customers’ exact need (i.e. alternate widths, gauges, film types and/or next day shipments)
• Demonstrates ability to create internal networks and partnerships; has vision for how one's actions impact other functional teams
• Utilizes technology/CRM to support activities

• Customer Service experience preferred
• Ability to communicate effectively both verbally and in writing
• Exhibits a high level of motivation and sense of urgency, exceptional follow up skills
• Must have organizational skills with an ability to prioritize and multi-task
• Strong listening skills, ability to maintain confidentiality, exceptional attention to detail
• Ability to recognize and resolve issues independently along with awareness on when to escalate
• Consistently maintains positive attitude; adjusts in a positive way to changing policies and work responsibilities.
• Team player
• Must be dedicated to continuous improvement
• Associate's degree in business other related field preferred; or two to three years related experience and/or training; or equivalent combination of education and experience.