Customer Service Representative
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Job Location:
Leominster, MA - USA
Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Who We Are
On July 1 2025 IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the company). The Companys operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).
The company is headquartered in Dublin Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging consumer and industrial packaging environmental containers and agricultural packaging. The company employs c.4100 employees across North America (1600 employees) and Europe (2500 employees.)
The role
As Customer Service Representative you will be the primary point of contact for customers ensuring their needs are met with efficiency professionalism and care. This role involves managing orders resolving inquiries and maintaining strong relationships with customers. You will play a critical role in upholding service level agreements (SLAs) and achieving key performance indicators (KPIs) that support customer satisfaction and operational excellence. You will be detail-oriented proactive and passionate about delivering exceptional service in a fast-paced manufacturing environment.
Serve as the first point of contact for customer inquiries orders and complaints via phone email and online platforms.
Process customer orders accurately and efficiently using ERP systems ensuring timely delivery and adherence to agreed SLAs.
Monitor and manage order status proactively communicating any delays or issues to customers.
Collaborate with production logistics and sales teams to ensure customer requirements are met.
Maintain accurate customer records and documentation.
Resolve customer complaints and issues promptly escalating when necessary.
Track and report on KPIs such as order accuracy response time customer satisfaction scores and complaint resolution rates.
Support continuous improvement initiatives to enhance customer service processes.
Ensure compliance with company policies industry regulations and quality standards.
What you will bring to the role:
Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business Supply Chain or a related field will be advantageous.
Strong written and verbal communication skills.
Proficiency in Microsoft Office Suite and experience with ERP systems (e.g. SAP Oracle or similar).
Excellent organizational and time management skills.
Ability to work independently and as part of a team.
Strong problem-solving skills and attention to detail.
2 years of customer service experience preferably in a manufacturing or packaging environment.
Experience working with SLAs and KPIs in a customer-facing role.
Familiarity with the plastics packaging industry or similar sectors is a plus.
If you have the above experience and are looking for a role where you can make a real difference apply today to find out more!
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
We are leaders in sustainable products partnering with customers to help them protect and deliver their products. Our products are used and reused daily all over the world by our customers.
