Customer Service Specialist

Customer Service Specialist (Packaging) — Stratford, CT (On-site)

Company: Hi-Tech Packaging Inc.

Location: Stratford, CT (On-site)

Job Type: Full-time

About Hi-Tech Packaging

Hi-Tech Packaging is a protective packaging manufacturer and distributor serving a wide range of industrial customers. We pride ourselves on responsiveness, accuracy, and building long-term customer relationships.

Position Summary

The Customer Service Specialist is a key front-line role responsible for customer communication, accurate order entry, and coordinating product purchasing to support customer demand. This position also includes day-to-day management of key customer accounts—ensuring requests are handled quickly, orders are executed accurately, and issues are resolved with a high level of professionalism.

Key Responsibilities

Customer Communication & Support

• Serve as a primary point of contact for customers via phone/email.
• Provide pricing, lead times, order status updates, and general support.
• Resolve order issues (shortages, backorders, returns, shipping questions) and communicate clearly with customers.

Order Entry & Coordination

• Accurately enter sales orders, change orders, and credits in the company system (QuickBooks or similar).
• Verify order details (items, quantities, pricing, ship-to, delivery requirements).
• Coordinate internally with warehouse and production teams to ensure orders ship correctly and on time.

Product Ordering & Purchasing Support

• Create and submit purchase orders for stocked and non-stocked items as needed.
• Communicate with vendors on availability, lead times, and shipment tracking.
• Monitor open POs and backorders and proactively update customers and internal stakeholders.

Key Customer / Account Management

• Support assigned key accounts with consistent communication and proactive follow-up.
• Track recurring needs, customer preferences, and service requirements.
• Identify opportunities to improve service levels (consolidated shipments, inventory planning, reorder reminders, etc.).

Qualifications

• 3–5 years of customer service / inside sales / order management experience (B2B preferred).
• Some college required (Associate’s degree or higher preferred).
• Experience with order entry systems (QuickBooks, ERP, or similar).
• Strong attention to detail and ability to manage multiple priorities.
• Clear written and verbal communication skills.
• Comfortable working in a fast-paced environment and collaborating across departments.
• Proficiency with Microsoft Office/Google Workspace (email, spreadsheets, documents).

Preferred (Nice to Have)

• Experience in packaging, manufacturing, distribution, or industrial products.
• Purchasing or vendor coordination experience.
• Key account support experience (managing recurring customer needs).

What Success Looks Like

• Orders entered accurately and on time.
• Customers receive fast, clear updates—especially when something changes.
• Purchasing needs are handled proactively to prevent shortages and delays.
• Key accounts feel supported, valued, and “in the loop.”