Customer Service Representative

Welch Packaging Group - Elkhart, IN

Full-time - Entry Level

Elkhart, IN

501-1,000 employees

Paper Manufacturing

About the position

The Customer Service Representative at Welch Packaging Group Inc. plays a crucial role in ensuring customer satisfaction by acting as the primary point of contact for customer inquiries and order management. This position involves exceeding customer expectations, managing customer communications, and supporting internal processes to facilitate smooth operations. The representative will be responsible for order entry, handling customer complaints, and maintaining accurate customer records, all while contributing to a positive team environment.

Responsibilities

• Exceed customer expectations and act as the Voice of the Customer (VOC).
• Correspond directly with customers or through sales professionals to translate their needs into quantifiable expectations.
• Provide general information and respond to customer inquiries regarding order status.
• Complete requests for quotes, samples, tooling, and new item forms.
• Enter customer orders into the Amtech system accurately.
• Produce complete and accurate shop orders and forward them to appropriate internal customers.
• Print quotes and maintain customer files.
• Acknowledge all customer complaints immediately and begin the internal complaint process.
• Enter desired change notices and complete necessary documentation following procedures.
• Notify the Customer Service Manager of resolution and file the original in the customer file.
• Support sister companies and their customer service needs.
• Keep work area clean and perform other duties as assigned.

Requirements

• High School Diploma or GED required.
• College degree in Business, Organizational Management, Supervision or related field preferred.
• Experience in the Corrugated Industry preferred.
• Good organizational, analytical, and communication skills.
• Excellent problem-solving and teamwork skills.
• Internal and external customer focus.
• Computer literacy and proficiency in Windows applications required.
• Proficiency in MS Office applications preferred.

Nice-to-haves

• Experience in the Corrugated Industry preferred.

Benefits

• Wellness program
• Health savings account
• 401(k) with 8% match
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching