Customer Service Representative - Packaging Industry

Job Title: Customer Service Representative – Packaging Industry
Location: Huntley IL

Position Overview

We are seeking a highly organized and customer-focused Customer Service Representative with a minimum of 5 years of experience, preferably within the packaging, manufacturing, or distribution industries. This individual will play a critical role in managing customer relationships, processing orders, and ensuring seamless communication between customers, sales, and operations.

The ideal candidate thrives in a fast-paced environment, demonstrates exceptional prioritization and time management skills, and takes ownership of delivering an outstanding customer experience.

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Key Responsibilities

Serve as the primary point of contact for customers, ensuring clear, professional, and timely communication

Process customer orders accurately and efficiently, including order entry, confirmations, and updates

Coordinate with internal teams (sales, purchasing, production, and logistics) to ensure on-time delivery and order accuracy

Manage multiple customer accounts simultaneously while maintaining high attention to detail

Proactively communicate order status, delays, and solutions to customers

Resolve customer issues, complaints, and discrepancies with a solutions-oriented mindset

Maintain accurate records of customer interactions, orders, and account activity within CRM/ERP systems

Support sales team with quotes, follow-ups, and customer insights

Assist in inventory coordination and purchasing communication when needed

Continuously identify opportunities to improve processes and customer satisfaction

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Qualifications

Minimum of 5 years of customer service experience, preferably in packaging, manufacturing, or distribution

Proven ability to manage high-volume workload with competing priorities

Strong organizational, prioritization, and time management skills

Exceptional customer relationship and communication skills (both written and verbal)

High attention to detail with a strong sense of accountability and ownership

Experience with order entry systems, ERP, and/or CRM platforms

Ability to work cross-functionally and collaborate with multiple departments

Problem-solving mindset with the ability to remain calm under pressure

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Preferred Qualifications

Experience working with corrugated packaging, custom boxes, pallets, or related materials

Background supporting inside or outside sales teams

Familiarity with pricing, quoting, and basic purchasing processes

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Key Competencies

Customer-first mentality

Strong follow-through and reliability

Ability to prioritize and adapt in a fast-moving environment

Excellent organizational discipline

Team-oriented with a proactive approach

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What Success Looks Like

Orders are entered accurately and processed on time

Customers receive prompt, clear, and proactive communication

Issues are resolved quickly with minimal escalation

Internal teams view this role as a reliable, organized partner

Customer satisfaction and retention remain high