Customer Service Representative III

Monoflo International • Winchester, VA

7d

About The Position

Monoflo International is seeking a Customer Service Representative to support our Mexico operations. This role blends customer service, inventory management, and logistics coordination to ensure seamless order fulfillment and compliance across borders. You’ll be the key liaison between customers, sales, production, accounting, and logistics—managing the full lifecycle of orders and driving process improvements. Bilingual skills are not required but would be helpful in this role. Essential Duties and Responsibilities: Customer Service & Order Management Serve as the primary contact for key accounts and field sales reps in Mexico. Manage the full sales cycle: quoting, order entry, production tracking, shipment coordination, and invoicing. Process new customer setups, credit checks, and payment reference forms. Write work orders and PO packets for manufacturing, including ID tag artwork and diagrams. Monitor open orders, acknowledgements, and prepare daily/weekly reports. Inventory & Production Coordination Reconcile monthly inventory between IQMS and supplier spreadsheets. Investigate discrepancies, manage scrap adjustments, and ensure accurate reporting. Maintain dual ePlant setup for inventory visibility and invoicing. Support training on inventory transactions, production reporting, and work order management. Logistics & Compliance Coordinate shipments from VA and KS to Mexico, ensuring proper customs documentation and tracking via DHL and ASN. Ensure Monoflo Mexico is listed as the Importer of Record and all shipments comply with USMCA requirements. Collaborate with logistics and scheduling to prioritize orders and resolve shipment issues. Communicate proactively with customs agents and internal stakeholders to prevent delays. Process Optimization & Systems Support IQMS integration and automation initiatives to reduce manual tracking. Participate in Kaizen events and SOP development to streamline workflows. Assist with BOM setup, warehouse assignments, and manufacturing cell configurations. Test and implement system improvements, such as drop ship PO workflows and outsource BOMs. Who we are: Monoflo International, Inc. stands as a prominent provider of innovative and eco-friendly business-to-business reusable packaging solutions. Since our inception in 1973, we've remained a family-owned and operated enterprise, steadily advancing as a premier manufacturer of plastic, reusable transport packaging solutions. While our product range is diverse, our core focus remains unwavering: harnessing cutting-edge technology to produce top-tier products that facilitate seamless product transportation for our clients. We empower our employees to steer their career trajectories, fostering an environment where dedication and excellence are duly recognized and rewarded with avenues for growth. While collaboration is central to our ethos, we emphasize individual accountability and ownership as fundamental drivers of success within our organization. If you're seeking an opportunity to seize control of your daily responsibilities and projects while thriving in an environment where colleagues share a deep pride in their work, seize the moment and apply today! Disclaimer : Monoflo International is an equal opportunity, drug-free employer.

Requirements

• Two years of college preferred
• Three to five years of customer service experience is required (manufacturing environment experience preferred)
• Must be a self-starter with high initiative and ability to work independently with minimal guidance
• Ability to organize and prioritize tasks/projects to meet deadlines; manage several tasks simultaneously
• Detail-oriented
• Must be very adaptable to manage changes in priorities
• Strong computer skills including Microsoft Office and Adobe Acrobat
• Experience with manufacturing ERP or database systems (IQMS preferred) a plus
• Strong communication skills – both written and verbal

Nice To Haves

• Bilingual: fluent in English and Spanish is helpful but not required
• Experience with manufacturing ERP or database systems (IQMS preferred) a plus

Responsibilities

• Serve as the primary contact for key accounts and field sales reps in Mexico.
• Manage the full sales cycle: quoting, order entry, production tracking, shipment coordination, and invoicing.
• Process new customer setups, credit checks, and payment reference forms.
• Write work orders and PO packets for manufacturing, including ID tag artwork and diagrams.
• Monitor open orders, acknowledgements, and prepare daily/weekly reports.
• Reconcile monthly inventory between IQMS and supplier spreadsheets.
• Investigate discrepancies, manage scrap adjustments, and ensure accurate reporting.
• Maintain dual ePlant setup for inventory visibility and invoicing.
• Support training on inventory transactions, production reporting, and work order management.
• Coordinate shipments from VA and KS to Mexico, ensuring proper customs documentation and tracking via DHL and ASN.
• Ensure Monoflo Mexico is listed as the Importer of Record and all shipments comply with USMCA requirements.
• Collaborate with logistics and scheduling to prioritize orders and resolve shipment issues.
• Communicate proactively with customs agents and internal stakeholders to prevent delays.
• IQMS integration and automation initiatives to reduce manual tracking.
• Participate in Kaizen events and SOP development to streamline workflows.
• Assist with BOM setup, warehouse assignments, and manufacturing cell configurations.
• Test and implement system improvements, such as drop ship PO workflows and outsource BOMs.

Benefits

• Financial Wellness: 401(k) retirement plan with company match and annual/quarterly bonus opportunities.
• Health Coverage: Medical, dental, and vision insurance.
• Security: Short-term and long-term disability insurance.
• Optional Extras: Employee-paid voluntary life insurance and supplemental benefits.
• Time Off: Competitive PTO, paid holidays, and a company-paid Christmas shutdown.
• Unique Perks: Raffles for concerts, sports, and entertainment tickets. Locally sourced prize raffles. Monthly happy hours to unwind and connect with the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees