Customer Service Representative
hace 16 días
Atlanta
Job Description We are seeking a Customer Service Representative/Office Manager to join our team! Position Summary The Customer Service Representative (CSR) serves as the primary liaison between customers, production, logistics, and sales within a fast-paced paper converting manufacturing facility. This role is responsible for accurate order entry, coordination of inbound raw materials and outbound finished goods shipments, and ensuring exceptional customer service throughout the order lifecycle. The ideal candidate understands manufacturing workflows, shipping logistics, and customer communication while maintaining strong attention to detail and urgency. Key Responsibilities Customer Service & Account Support • Serve as the main point of contact for assigned customer accounts., • Respond to customer inquiries regarding orders, pricing, inventory availability, delivery schedules, and product specifications., • Maintain professional and timely communication via phone and email., • Build strong customer relationships through proactive service and follow-up. Order Entry & Order Management • Enter customer purchase orders accurately into ERP/order management system., • Review orders for pricing accuracy, product specifications, quantities, and delivery requirements., • Coordinate order changes, revisions, and cancellations., • Monitor order status from entry through shipment and invoicing., • Communicate production timelines and delivery updates to customers and internal teams. Inbound & Outbound Logistics Coordination • Coordinate inbound shipments of raw materials (paper rolls, supplies, etc.)., • Schedule and manage outbound shipments of finished converted paper products., • Work directly with carriers, freight brokers, and warehouse personnel to ensure timely pickups and deliveries., • Prepare shipping documentation including Bills of Lading (BOLs), packing lists, and shipping confirmations., • Track shipments and resolve freight or delivery issues proactively. Production & Operations Coordination • Collaborate with production scheduling to align customer demand with manufacturing capacity., • Communicate priority orders, rush requests, and schedule adjustments., • Monitor inventory levels and notify appropriate personnel of shortages or delays., • Support continuous improvement initiatives related to order flow and customer experience. Administrative & Reporting Duties • Maintain accurate customer records, pricing files, and order documentation., • Assist with invoicing verification and discrepancy resolution., • Generate order reports, shipment summaries, and customer activity updates., • Support month-end and audit documentation as required. Qualifications • High school diploma or equivalent required; Associate or Bachelor’s degree preferred., • 2+ years of customer service experience in manufacturing, converting, packaging, or industrial environment preferred., • Experience with order entry and logistics coordination strongly preferred., • Familiarity with ERP systems (SAP, Oracle, Plex, Epicor, or similar) a plus., • Proficiency in Microsoft Office (Excel, Outlook, Word).Company DescriptionPCC is owned and managed by the Nielsen Family who have been established in the paper brokering, converting and manufacturing industry for over nine decades and four generations later. With our initial roots in New York, first generation William J. Roach was a paper broker for Atterbury Brothers Inc., in Manhattan, NY. After teaching his son-in-law, Arthur Nielsen, the paper business, Arthur established Nielsen & Nielsen, a domestic and international paper brokerage company in 1976 in California, where he was eventually joined by his three sons. With agents in 41 countries, it traded waste paper, stocklots and prime quality paper and paperboard around the world. PCC has enormous resources and unparalleled capabilities, but we know our success comes from paying attention to the finest detail. If it involves paper, we have you covered. “All day, all night and all over the world,” brought much success by hard work, dedication and enthusiasm for the paper trade, a motto that still resonates in everything we do today.PCC is owned and managed by the Nielsen Family who have been established in the paper brokering, converting and manufacturing industry for over nine decades and four generations later. With our initial roots in New York, first generation William J. Roach was a paper broker for Atterbury Brothers Inc., in Manhattan, NY.\r\n \r\nAfter teaching his son-in-law, Arthur Nielsen, the paper business, Arthur established Nielsen & Nielsen, a domestic and international paper brokerage company in 1976 in California, where he was eventually joined by his three sons. With agents in 41 countries, it traded waste paper, stocklots and prime quality paper and paperboard around the world.\r\n\r\nPCC has enormous resources and unparalleled capabilities, but we know our success comes from paying attention to the finest detail. If it involves paper, we have you covered.\r\n\r\n“All day, all night and all over the world,” brought much success by hard work, dedication and enthusiasm for the paper trade, a motto that still resonates in everything we do today.