Customer Service Representative (CSR)

Customer Service Representative — On-site (Baraboo, WI)

Independent Paperboard Marketing is a supplier of high-quality paperboard products and related services to a diverse group of customers across multiple industries. We pride ourselves on reliable service, consistent product quality, and cultivating long-term partnerships. Our team members collaborate closely with customers and internal stakeholders to enable efficient operations and a responsive customer experience. The customer-facing staff are essential to our ongoing success and reputation.

Role Overview: This is a full-time, on-site Customer Service Representative position based in Baraboo, WI, with potential for growth into other roles within the company. The successful candidate will manage incoming phone calls, emails, and other communications, providing accurate and timely information about orders, product availability, pricing, and delivery schedules. Daily duties include processing new and repeat orders, updating customer accounts, troubleshooting order discrepancies, and coordinating across sales, logistics, and production teams to ensure timely fulfillment.

Responsibilities also include tracking order status, following up on open items, maintaining detailed transaction and communication records in the company systems, and proactively communicating issues or delays to customers. The representative will be expected to foster a positive customer experience through professional, courteous communication, active problem-solving, and consistent follow-through.

Qualifications: Candidates should demonstrate strong customer service and support skills, be comfortable managing inquiries calmly and professionally, and have a track record of contributing to customer satisfaction and retention. Excellent verbal and written communication skills, active listening, and accurate documentation are required. Organizational and time-management abilities, attention to detail when entering orders and updating records, and comfort working on-site and collaborating with cross-functional teams are important. Basic proficiency with office software and customer management systems is necessary, and the ability to learn new tools quickly is expected. Prior experience in manufacturing, distribution, or a related customer-facing environment is preferred. A high school diploma or equivalent is required; additional education in business, communications, or a related field is a plus.

Compensation & Benefits:

• 52-55K Base
• Admin profit bonus (up to 6 weeks of payroll)
• Health insurance reimbursement program
• Holiday bonus
• 401K Contribution (3-5% of payroll)
• Cell phone

If you are customer-focused, organized, and enjoy collaborating across teams to solve problems and deliver results, we encourage you to apply and grow with us at Independent Paperboard Marketing.

Salary/Compensation: $52,000 - $55,000 per year