Customer Service Specialist

Position Summary: The Customer Service Representative is responsible for providing best in class customer service for a portfolio of assigned customers for our Healthcare & Specialty Division. We’re seeking a Customer Service Representative who thrives in a dynamic, fast-paced environment and takes pride in delivering

In this role, you'll act as a key liaison between customers and our sales, production, and shipping teams, ensuring orders are accurate, timely, and aligned with customer expectations. If you're a proactive problem-solver who enjoys building relationships, maintaining strong attention to detail, and driving continuous improvements in customer satisfaction, we’d love to have you on our team.

Essential Accountabilities:

·Champion the customer experience by proactively managing orders from placement to delivery, using a customer-centric approach

·Collaborate cross-functionally with internal teams (sales, production, shipping, etc) to ensure seamless communication and order fulfillment

·Leverage modern digital tools (email, Microsoft Excel, CRM systems, and order processing platforms) to receive, process, and track customer orders efficiently

·Create and maintain accurate customer records, including open order reports, order revisions, and shipping requests

·Work in partnership with sales and operations teams to understand customer provided forecasts and how to better provide attention to meet these demands

·Escalate internal systematic/process concerns until final solution/resolution is provided to customer

·Responsible for processing Returns and Credit as needed. Provide timely feedback so customers have an effortless experience.

·Add, modify customer contacts in Salesforce CRM- data is leveraged for satisfaction surveys, marketing, and tradeshow announcements

·Maintain compliance with all company policies while ensuring exceptional attention to detail in every interaction

KEY CHARACTERISTICS & ABILITIES:

· Exceptional interpersonal and communication skills including strong verbal, written, and public relations skills

· Passionate about exceeding customer expectations

· Values teamwork and supports a team environment

· Desire to continually learn and improve skill set

· Skilled in deescalating situations both over the phone and in writing (email)

· Ability to maintain professional and helpful attitude in high-tension or stressful situations

· Assertiveness in pursuing resolution to issues

· Ability to build trust by providing information to in a way that is candid, informed, encompassing, and not manipulative: receive information from others in a way that demonstrates openness and thoughtful consideration of their ideas

· Must have high attention to detail and accurate data entry

· Must be able to manage multiple work items at one time with a high sense of urgency

· Must have strong problem solving and organization skills

· Shares learning with peers

Minimum Qualifications:

· 2 years of experience as a Customer Service Representative. Associates Degree or Bachelor’s degree preferred.

Required Skills:

· Tech-savvy: Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and CRM/order management tools

· Relationship-builder: Exceptional interpersonal and communication skills, with a focus on maintaining positive, professional relationships

· Detail-oriented and organized: Ability to prioritize tasks, manage time effectively, and maintain a high degree of accuracy

· Bilingual in Spanish is a plus but not required

· Ability to think critically, adapt to changing priorities, and resolve issues effectively

Desired Skills:

Background flexible packaging manufacturing and is a plus. Experience using EFI Radius would also be considered a plus.