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Customer Service Representative

Posted on Aug. 4, 2025

  • Full Time

Customer Service Representative

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Responsibilities :

  • Establish relationship with customers by communicating and resolving issues
  • Responsible for order entry and/or maintenance for assigned accounts.
  • Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer
  • Communicate order confirmations, changes and cancellations to both customers and internal BWAY team members
  • Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary
  • Reviews orders after shipment for billing accuracy and any quantity item errors
  • Manages the issuing of credits, return authorizations and pallet returns
  • Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan
  • Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary
  • Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed
  • Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices
  • Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items
  • Files any customer paperwork such as shipping documentation or customer orders in a timely fashion
  • Other duties as assigned

Requirements :

  • Bilingual in English and French an asset
  • Manufacturing experience strongly preferred
  • 1-3 years customer service experience required
  • Microsoft Office Suite – basic to above average computer skills including Excel
  • CRM experience preferred
  • Ability to perform basic quantitative skills required,
  • Ability to work with all areas of the business including plant and sales personnel.
  • Professional verbal and written communication
  • Strong customer service advocacy and problem-solving skills

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