Customer Service & Sales Support Associate (Manufacturing)

SCHAEFER PLASTICS NA•Charlotte, NC

4d•Onsite

About The Position

At Schaefer Plastics, we manufacture industry-leading solutions and drive responsible practices towards a sustainable future for generations to come. As a family-owned company since 1937, we are deeply committed to delivering exceptional customer care through high-quality, innovative waste and packaging solutions. Our customers and their satisfaction are paramount to our business; we strive to understand their needs and exceed their expectations at every turn. We are a global injection molding manufacturer, producing durable waste and recycling carts, and pioneering reusable packaging systems that reduce carbon footprints. Our dynamic and inclusive culture fosters personal and professional growth, making us an ideal employer for career advancement. Schaefer Plastics provides innovative packaging and waste technology solutions to businesses throughout North America. We design and manufacture bulk and handheld plastic containers, custom dunnage packaging, and durable waste and recycling carts. Headquartered in Charlotte, North Carolina, we are part of the SSI SCHAEFER Group, a global, family-owned company with operations in more than 50 countries. The Opportunity - Own the customer experience from quote to delivery. This is more than a traditional customer service role. You will manage a portfolio of customer accounts and serve as the central point of coordination between customers, sales, manufacturing, marketing, shipping, and finance. You will own each order from request for quote (RFQ) through production and on-time delivery, keeping details accurate, priorities moving, and customers informed. The right person enjoys a busy manufacturing environment, builds strong customer relationships, and balances urgency with accuracy. You will support key and national accounts while also being prepared to independently manage assigned customers or territories as business needs evolve.

Requirements

Three or more years of customer service, account management, order management, or inside sales support experience; manufacturing experience is strongly preferred.
Experience managing multiple customer accounts, orders, deadlines, and competing priorities in a fast-paced environment.
Strong written and verbal communication skills, with the confidence to work directly with customers and cross-functional teams.
Exceptional attention to detail and a consistent commitment to accuracy and follow-through.
Sound judgment and a proactive approach to identifying problems, communicating risks, and driving resolution.
Proficiency with Microsoft Office, particularly Excel; experience with Microsoft Dynamics, Salesforce, or a comparable ERP/CRM system is preferred.
Experience with customer portals, invoicing, RFQs, order entry, warranty claims, credits, or returns is helpful.
A collaborative, flexible mindset and willingness to support occasional overtime when customer or production needs require it.

Responsibilities

Manage day-to-day relationships and activities for assigned customer accounts, serving as a responsive, dependable point of contact.
Own the full order cycle—from RFQ and pricing coordination through order entry, production, shipment, invoicing, and delivery follow-up.
Gather complete customer specifications and process quotes, sales orders, and manufacturing work orders quickly and accurately.
Track open orders, production timelines, inventory needs, and customer deadlines; identify risks early and drive cross-department follow-up.
Partner closely with Sales, Manufacturing, Marketing, Shipping, and Finance to resolve issues and keep customer commitments on track.
Coordinate customized artwork, product requirements, approvals, and other order details before release to production.
Provide proactive updates on order status, changes, delays, and delivery expectations to customers and internal stakeholders.
Resolve customer concerns with urgency and professionalism, including warranty claims, credits, returns, invoice questions, and past-due receivables.
Maintain accurate account records, order documentation, customer portals, spreadsheets, and system data in accordance with established processes.
Serve as backup support for key and national accounts and assist with additional territories or accounts during periods of high volume.