Customer Service Administrator

AMERICAN EAGLE PAPER MILLS • Tyrone, PA

50d • Onsite

About The Position

The Customer Service Administrator is responsible for supporting customers and internal teams by managing inquiries, resolving issues, and ensuring smooth administrative operations. This role combines customer-facing communication with back-office administrative tasks to maintain high service standards and operational efficiency.

Requirements

• Strong teamwork and communication skills, both written and verbal.
• Strong organizational skills and stress management skills.
• Reliable team player with a positive and proactive work ethic.
• A willingness to learn and take initiative.
• Proficiency in Microsoft Office Suite.
• Problem-solving mindset with attention to detail.
• Ability to remain calm under pressure and handle difficult situations.
• Prior experience in customer service or administrative support preferred.

Responsibilities

• Follow all mill and department safety policies and procedures.
• Maintain a clean and organized environment.
• Report any incident or near miss as directed.
• Respond to customer inquiries via phone, email, and chat in a timely manner.
• Handle complaints and escalate complex issues to appropriate departments.
• Maintain a positive, professional, and empathetic tone in all interactions.
• Replenish samples to all field representatives
• Generate weekly customer reports
• Current inventory
• Share reports with all outside sales support
• Include estimated manufacturing cycles
• Update and maintain customer records in CRM systems.
• Prepare reports on customer service metrics and feedback.
• Delivering paperwork to shipping (daily)
• Filing
• Liaise with sales, logistics, and technical teams to resolve customer issues.
• Schedule appointments, follow-ups, and calls as needed.
• Ensure smooth information flow between customers and internal departments.
• Order tracking/communications on late or delayed deliveries.
• Ensure samples inventory
• Establish Teams meetings with customers
• Weekly meetings to review concerns
• Gather forecasts
• Review forecasts vs actual
• Suggest replenishment orders
• Adhere to company policies, procedures, and compliance standards.
• Monitor service quality and suggest improvements.
• Assist in training new staff on customer service protocols.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED