Customer Service Account Representative

About Plas-Tech Engineering (PPL)

Plas-Tech Engineering, part of H&T Presspart, manufactures premium pharmaceutical and medical device enclosures through precision injection molding. Our components support patients and clinicians across healthcare. We operate to the quality and documentation standards expected in regulated medical device environments and partner closely with global customers to ensure reliable, compliant supply.

About H&T Presspart

H&T Presspart is a leading specialist in the design and manufacture of drug‑delivery and medical device components, with global facilities serving pharmaceutical and healthcare markets. As part of the Heitkamp & Thumann Group, H&T Presspart combines deep engineering expertise, advanced manufacturing, and rigorous quality systems to support customers from development through commercial production.

Position Summary

We are seeking an Account Representative to join our on‑site team in Lake Geneva. In this role, you will serve as the primary point of contact for assigned customer accounts across PPL business units and fulfill customer service responsibilities. You will own the end‑to‑end order cycle, handle daily customer comms, resolve issues/returns, and coordinate with Operations, Quality, Planning, Sales, and the Manager Supply Chain to ensure accurate, compliant, on‑time fulfillment. The role has a strong focus on medical device manufacturing processes and documentation rigor; experience in plastics/injection molding is a high plus. This position will report to the Operations Manager.

Key Responsibilities

Order and Fulfillment Management

· Receive and process customer orders via phone and email; enter accurate sales orders in the ERP; align with production schedules to meet delivery commitments

· Generate and manage sales documentation including order confirmations, invoices, packing lists, proforma invoices, and credit notes; ensure electronic invoicing accuracy and traceability

· Perform daily invoice checks and basic back‑order reviews; monitor open-order status and proactively communicate updates to customers and internal stakeholders

Pricing, Documentation, and Compliance

· Maintain complete and accurate customer and product records in ERP/CRM systems.

· Provide responsive support for customer requests including SDS, catalogs, invoices, statements, and other documents; arrange customer samples in coordination with Sales and Operations

Customer Communication and Stakeholder Collaboration

· Serve as a confident, professional point of contact for product/pricing questions, order status, and relay information accurately and promptly

· Partner closely with Sales, Planning, Quality, and Operations to align on priorities and resolve issues quickly.

· Contribute to customer surveys; identify recurring pain points and propose improvements

Support to Leadership

· Support the management team with regular account status updates, service KPIs, escalations, and preparation of customer‑facing materials as requested

· Track and summarize key customer themes and risks; recommend action plans and follow through on agreed resolutions

· Assist with coordination for strategic accounts and key initiatives, ensuring service commitments and communications are aligned with business goals

Qualifications

Must‑Haves

· 2 years of Account management experience in a manufacturing environment, preferably medical device or pharmaceutical.

· Strong customer interaction skills with confident, professional communication via phone and email; ability to build productive, trust‑based relationships

· Proven ability to prioritize and multitask takes ownership through resolution with strong follow‑through

· Proficiency with Microsoft Office; accurate keyboarding/data entry

· Eligibility to work in the United States without sponsorship and require to work on‑site in Lake Geneva, WI

High Plus

· Experience in medical device manufacturing; plastics/injection molding

· Experience with Salesforce CRM; ERP-systems (IQMS preferred); in relation with ISO 13485 requirements

Work Environment

On‑site in Lake Geneva supporting manufacturing. Primarily office‑based with frequent coordination across production, planning, and quality. Mix of sitting, standing, and walking; occasional travel up to 10%.

Why Join PPL

· Competitive compensation and comprehensive benefits

· Growth and learning opportunities in an international, quality‑driven environment

· Collaborative team committed to service excellence, compliance, and continuous improvement

Equal Opportunity

PlasTech Engineering (H&T Presspart) is an Equal Opportunity/Affirmative Action Employer. We welcome applicants from all backgrounds and do not offer work authorization sponsorship for this role.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person