Manufacturing Customer Service Representative

Job Description

Job Description

Job Summary

We are seeking a detail-oriented, proactive Manufacturing Customer Service Representative to join our team. In this role, you will act as the primary link between our New Jersey packaging manufacturing facility and our corporate clients. You will oversee the complete lifecycle of customer orders—from initial entry into our system to tracking production and coordinating final delivery—ensuring a seamless customer experience.

Key Responsibilities

• Order & Inventory Tracking: Efficiently process large-scale client purchase orders, validating pricing, quantities, and lead times.
• OMS & ERP Management: Utilize our internal Order Management System (OMS) / ERP system daily to track order progression, manage customer accounts, and pull shipping reports.
• Cross-Functional Collaboration: Coordinate directly with our local warehouse, production scheduling, shipping, and quality assurance teams to verify order statuses and maintain on-time delivery metrics.
• Client Communication: Serve as the main point of contact for clients, translating technical production schedules or supply updates into clear, helpful messaging.
• Issue Resolution: Professionally research and resolve order updates, delivery tracking errors, freight claims, and Return Material Authorizations (RMAs).
• High Adaptability: Quickly pivots priorities when urgent order changes, machine breakdowns, or expedited freight requests disrupt the standard daily workflow.
• Root-Cause Problem Solving: Goes beyond just apologizing for an error; investigates why a shipping or billing discrepancy occurred to prevent it from happening again.
• Commercial Awareness: Understands how order delays or manufacturing errors affect both the client's business operations and YesPac’s bottom line.
• Strong Active Listening: Asks the right qualifying questions up front when a client places a complex or non-standard custom packaging order.

Qualifications

• Experience: 2+ years of customer service experience within a manufacturing, logistics, or industrial supply distribution environment (experience in food packaging is a plus).
• Technical Proficiency: Hands-on experience with an Order Management System (OMS) or standard ERP platforms.
• Communication Skills: Excellent verbal and written skills, with a focus on problem-solving under pressure.
• Attention to Detail: Meticulous accurate entry capability to handle detailed manufacturing specifications, freight metrics, and high-volume client accounts.
• Bilingual is a plus.
• High Stress Tolerance & Resilience: Remains calm, objective, and solution-oriented when dealing with sudden production delays, shipping bottlenecks, or frustrated industrial clients.
• Proactive "Forward-Thinking" Mindset: Anticipates supply chain issues before they impact the client; proactively flags material shortages or potential delay risks to management.
• Strong Spatial & Quantitative Aptitude: Comfortably understands manufacturing metrics, units of measure (e.g., pallets, truckloads, case counts), and lead-time calculations.
• Assertive Internal Advocacy: Acts as the "voice of the customer" inside the plant, confidently pushing production and shipping departments to keep client orders on schedule.

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person