Customer Fulfillment Specialist

Altium Packaging • Anaheim, CA

397d • $70,900 - $87,200

About The Position

The Customer Fulfillment Specialist (CFS) serves as the regional customer service leader, acting as the liaison between Altium Packaging and its customers for all escalations and delivery-related functions. This role encompasses order management, planning, freight coordination, and customer communications, ensuring customer satisfaction and continuous improvement in service delivery.

Requirements

• Associate degree preferred or equivalent experience.
• Five plus years of experience in customer service in a manufacturing environment.
• Experience with customer relationships and prior JDE experience is a plus.
• Strong problem-solving and analytical skills with a continuous improvement focus.
• Ability to manage complex communications with external customers.
• Demonstrated proficient computer skills including Office 365 (Excel, Word, PowerPoint) and order management systems.
• Ability to assess situations and make appropriate decisions in a timely manner.
• Strong interpersonal skills and ability to manage multiple priorities.

Nice To Haves

• Experience in a manufacturing environment.
• Familiarity with inventory and production schedules.

Responsibilities

• Answers customer calls and emails in a professional and courteous manner.
• Responds promptly to customer requests and complaints; escalates to PM or RCM as needed.
• Informs customers of issue remediation plans.
• Assists with inside sales and pricing coordinators for existing pricing inquiries.
• Enters and/or escalates pending DMG requests.
• Attends production meetings and initiates set up requests for new customers, items, ship-tos, and pricing.
• Coordinates with production/planning and assists finance department to clear end of month inquiries.
• Generates credit memos when needed and manages new project setups.
• Attends weekly calls with RCM to discuss issues and share best practices.
• Assists RCM in developing and implementing a plan to improve NPS score.
• Provides training to other members of the customer service team.
• Manages customer contact list and customer feedback, fields and acknowledges customer quality complaints, and updates CRM.
• Creates and updates reports in Business Objects and/or Syteline reporting, including CS Hot Sheet and inventory reports.

Benefits

• Medical, dental, and vision plans.
• Company holidays and vacation days.
• Tuition reimbursement.
• Learning and training opportunities.
• Bonus potential.
• 401(k) plan with company contributions.
• Rewards and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Plastics and Rubber Products Manufacturing
• Education Level: Associate degree