Customer Service Representative

Pregis•New Albany, IN

17d•Onsite

About The Position

Pregis is hiring a Customer Service Representative for their Thermal Solutions department. This role serves as a crucial link between customers and various internal departments, including Inside Sales, Operations, Supply Chain, and Inventory Planning, to ensure a smooth customer experience from order placement to delivery. The position blends customer service with inside sales support, requiring a results-oriented and customer-focused individual knowledgeable in servicing B2B trade customers. Responsibilities include providing product and service information, managing inventory against demand, and resolving issues efficiently.

Requirements

1-3 years of experience in customer service, inside sales, sales support, or administrative roles
Experience in B2B environments preferred
Understanding of production planning, inventory management, and delivery lead times
Experience working with ERP and CRM systems (SAP preferred)
Strong customer-first and sales-support mindset
Clear and professional written and verbal communication skills
Strong organizational and analytical skills
Ability to prioritize, manage inventory-related constraints, and handle multiple requests simultaneously

Nice To Haves

Experience in manufacturing, adhesives, packaging, or industrial materials is a plus but not required

Responsibilities

Respond promptly and professionally to customer inquiries via email and phone
Act as an inside sales and customer service contact for assigned accounts
Provide accurate information on product availability, pricing, order status, lead times, logistics, and inventory position
Proactively support demand planning by aligning customer needs with available inventory and production schedules
Support and coordinate customer sample requests
Build and maintain strong customer relationships through consistent communication and follow-up
Ensure timely and accurate entry of customer orders into SAP
Monitor inventory levels and collaborate with Supply Chain and Operations to manage allocations, backorders, and stock availability
Track customer orders and communicate delivery updates or changes
Review and verify customer pricing, and order data for accuracy
Assist with invoicing, export, and related documentation
Partner with Sales, Supply Chain, and Operations to address customer requests, including expedites and inventory constraints
Process returns, customer complaints, and credit requests
Assist with new customer onboarding and new product setup
Provide backup support to other Customer Service and Inside Sales team members
Prepare basic price quotes and support inside sales activities
Support follow-up on open quotes, orders, and deliveries
Provide the Sales team with customer insights, order trends, and inventory-related feedback
Assist in identifying upselling or cross-sell opportunities based on customer demand and inventory availability