Customer Service Representative

MM Group•Guaynabo, PR

13d•Onsite

About The Position

As a leader in consumer packaging, MM empowers customers with innovative, recyclable fibre-based solutions, advanced technologies and deep know-how. Its portfolio spans packaging, labels and leaflets, cartonboard, kraft papers and uncoated fine papers. With an integrated value chain and a presence in around 30 countries, MM supports customers’ brand and ESG goals – enabling people to live better lives on a better planet. Our heart beats for talents - be one of them! To strengthen our Customer Service Team in Guaynabo, Puerto Rico, we are seeking a detail-oriented and customer-focused Customer Service Representative. The successful candidate will serve as a key point of contact for customers, coordinating orders and ensuring timely and accurate communication throughout the order process. This role requires strong organizational and communication skills, attention to detail, and the ability to effectively collaborate with customers and internal teams to support customer satisfaction and the efficient production and delivery of high-quality folding cartons.

Requirements

University or college degree
At least 5 years of customer service experience in a manufacturing environment
Bilingual in English and Spanish
Strong written and verbal communication skills
Comfortable working with customers and cross-functional teams at different organizational levels
Customer-focused, organized, and able to manage multiple priorities in a fast-paced, team-oriented environment while maintaining a high level of quality and attention to detail.
Strong problem-solving and decision-making skills, with the ability to analyze information, resolve customer issues and conflicts, and independently follow through on assignments.

Nice To Haves

Experience in the pharmaceutical printing or folding carton industry is preferred.

Responsibilities

Manage customer orders from receipt of the purchase order through order confirmation, ensuring accuracy and timely communication of pricing, delivery dates, and other requirements.
Serve as a key point of contact for customers, providing professional support on order status, shipments, returns, products, and other customer inquiries.
Act as a liaison between customers and cross-functional teams, including Sales, Prepress, Structural Design, Manufacturing, Planning, Quality, and Finance, ensuring customer requirements and changes are communicated and managed timely.
Ensure the accuracy of customer pricing, purchase orders, price lists, customer information, and specifications within the ERP system.
Coordinate customer requirements related to artwork, proofs, specifications, structural drawings, samples, and color matching, working closely with Prepress and Structural Design teams.
Lead and coordinate customer meetings, including weekly customer meetings and New Business Review Meetings, while supporting customer visits, quality audits, and ongoing initiatives to strengthen customer satisfaction and improve processes.