Customer Service (EDI)

IPL Schoeller • Leominster, MA

5d • $57,968 - $72,461 • Onsite

About The Position

As Customer Service Representative, you will be the primary point of contact for customers, ensuring their needs are met with efficiency, professionalism, and care. This role involves managing orders, resolving in-quiries, and maintaining strong relationships with customers. You will play a critical role in upholding service level agreements (SLAs) and achieving key performance indicators (KPIs) that support customer satisfaction and operational excellence. You will be detail-oriented, proactive, and passionate about delivering excep-tional service in a fast-paced manufacturing environment.

Requirements

• Minimum of a high school diploma
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or simi-lar).
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• 2+ years of customer service experience, preferably in a manufacturing or packaging environment.
• Experience working with SLAs and KPIs in a customer-facing role.
• Demonstrated ability to manage multiple tasks and priorities under pressure.

Nice To Haves

• A diploma/Assoc. Degree (HND) in Business, Supply Chain, or a related field will be advantageous.
• Familiarity with the plastics packaging industry or similar sectors is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries, orders, and complaints via phone, email, and online platforms.
• Process customer orders accurately and efficiently using ERP systems, ensuring timely delivery and adherence to agreed SLAs.
• Monitor and manage order status, proactively communicating any delays or issues to customers.
• Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
• Maintain accurate customer records and documentation.
• Resolve customer complaints and issues promptly, escalating when necessary.
• Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.
• Ensure compliance with company policies, industry regulations, and quality standards.

What This Job Offers

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