Customer Service Representative

Mauser Packaging Solutions•Addison, IL

About The Position

This role is responsible for establishing relationships with customers by communicating and resolving issues. The Customer Service Representative will handle order entry and/or maintenance for assigned accounts, review plant delivery schedules against requested dates, and resolve any conflicts. They will track and communicate any changes and potential service issues to the customer, as well as communicate order confirmations, changes, and cancellations to both customers and internal Mauser team members. The representative will inform sales and operations of any unresolved service issues and recommend corrective actions as necessary. Additionally, they will review orders after shipment for billing accuracy and any quantity or item errors, manage the issuing of credits, return authorizations, and pallet returns, and review inventory usage on stocked items, identifying and communicating items that have not tracked to plan. The role ensures customer complaints are resolved satisfactorily, obtaining guidance from a supervisor when necessary. This position requires communication with Planners, Sales Representatives, the Pricing team, and Plant Management. The representative will also prepare necessary reports for Plant Management and customers, such as inventory and open order reports, and track shipments associated with invoices. Processing plant claims, including deductions for shortages, quality issues, and miscellaneous items, is also a key responsibility. Finally, the role involves filing customer paperwork in a timely fashion and performing other duties as assigned.

Requirements

1-3 years customer service experience required
Microsoft Office Suite – basic to above-average computer skills including Excel
Ability to perform basic quantitative skills required
Ability to work with all areas of the business including plant and sales personnel.
Professional verbal and written communication
Strong customer service advocacy and problem-solving skills

Nice To Haves

Associate or bachelor’s degree preferred but not required
Manufacturing experience strongly preferred
CRM experience preferred

Responsibilities

Establish relationships with customers by communicating and resolving issues.
Responsible for order entry and/or maintenance for assigned accounts.
Review plant delivery schedules versus requested dates and resolves any conflicts.
Tracks and communicates any changes and potential service issues to the customer.
Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members.
Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
Reviews orders after shipment for billing accuracy and any quantity item errors.
Manages the issuing of credits, return authorizations and pallet returns.
Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.
Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.
Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices.
Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.
Performs other duties as assigned.