Customer Service Representative

Job Description

Customer Service Rep | Akers Packaging Service Group

The Tone:
This is a full-time role at Akers Packaging Service Group. The company provides packaging services, creating essential items for various businesses. In this role, you will be a crucial link, ensuring smooth communication and efficient processes between customers and internal teams. This position is vital for delivering solutions, upholding core values of helpfulness, ownership, integrity, and excellence, and directly impacting customer satisfaction and operational flow.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person

• Team: Reports to the Customer Service Manager.
• Mission: This person estimates items, performs order entry, and serves as the primary liaison between customers and various internal departments.
• Tech Stack: MS Office Suite (Excel, Word, Outlook, Teams), ERP System Kiwi, ADP Workforce Now, Harry Rohde Management System (HRMS)

What You’ll Actually Do
• Customer Communication: Estimate items for pricing, perform order entry, and communicate with customers via telephone, faxes, and e-mail regarding orders, returns, shipments, and products.
• Internal Liaison: Act as the central point of contact, coordinating all internal and external customer requirements and expectations across production, design, and sales.
• Order Management: Process customer orders, manage shipments, and expedite product deliveries efficiently.
• Issue Resolution: Investigate and provide timely responses and resolutions to customer complaints.
• Inventory Programs: Maintain and manage inventory programs using the Harry Rohde Management System (HRMS).

The Must-Haves
• Background: Demonstrated success within a business-to-business (B2B) environment, indicating a foundational understanding of commercial client interactions.
• Experience: Proven ability to navigate B2B relationships and manage customer accounts effectively.
• Skills: Excellent analytical skills for estimating and problem-solving, alongside strong oral and written communication abilities to interact clearly with customers and internal teams.
• Bonus: Experience with ERP System Kiwi, ADP Workforce Now, or HRMS, a detail-oriented approach to tasks, prior experience in the corrugated industry, and a genuinely positive and friendly disposition.