Senior Customer Service Representative - Manufacturing

Position Overview

We are seeking a highly skilled Senior Customer Service Representative to join our growing manufacturing team. In this role, you will serve as the primary liaison between our commercial clients, production facilities, and logistics partners.

The ideal candidate brings extensive experience within the plastics, packaging, or paper manufacturing industries and possesses deep proficiency in navigating complex workflows within an Enterprise Resource Planning (ERP) system. We are looking for a master problem-solver with a meticulously detail-oriented mindset who can catch order discrepancies before they impact production and navigate supply chain variables with precision.

Key Responsibilities

• Meticulous Order Management: Utilize our ERP system to accurately input, track, and manage complex, high-volume B2B orders, maintaining an error-free data footprint across inventory and production modules.
• Proactive Problem Solving: Serve as the first line of defense in identifying, diagnosing, and resolving production bottlenecks, material shortages, pricing errors, and shipping delays to maintain exceptional on-time-in-full (OTIF) metrics.
• Detail-Oriented Client Support: Review complex technical customer specifications, custom tolerances, and order requirements for plastic and paper products to ensure exact manufacturing execution.
• Cross-Functional Collaboration: Partner closely with Production Planning, Quality Assurance, and Logistics to realign schedules and troubleshoot delivery timelines when supply chain disruptions arise.
• Process Optimization: Critically analyze current ERP workflows and order placement processes to identify vulnerabilities, recommending detail-driven solutions to improve system utilization.
• Mentorship: Act as an escalation point and mentor for junior team members, guiding them through complex system auditing and advanced troubleshooting techniques.

Qualifications & Experience

• Experience: Minimum of 4–6 years of customer service or account management experience, specifically within plastic extrusion, injection molding, paper mills, or industrial packaging manufacturing.
• Core Strengths: Proven track record as a strong analytical problem solver who thrives under pressure and possesses an acute attention to detail where no minor error goes unnoticed.
• Technical Skills: Advanced proficiency with a major ERP system (e.g., SAP, Oracle, Microsoft Dynamics, NetSuite, or industry-specific manufacturing ERPs).
• Industry Knowledge: Solid understanding of manufacturing terminology, custom run variations, lead times, and freight/logistics routing.
• Communication: Exceptional verbal and written communication skills with a proven track record of managing demanding, high-stakes B2B client relationships.
• Education: High School Diploma required; Associate’s or bachelor’s degree in business, Supply Chain, or a related field is preferred.