Customer Service Representative

Build Your Career with a Company That Invests in Your Growth!

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced environment where problem-solving, communication, and relationship-building are valued every day? If you're looking for more than just a job and want to build a long-term career with opportunities for advancement, we want to hear from you.

At Mactac, our Customer Service Representatives are more than order processors-they are trusted customer advocates, business partners, and problem-solvers who play a critical role in our success. This is an excellent opportunity for a motivated professional who wants to learn the business, make an impact, and grow into future opportunities within our organization.

What You'll Do!

As a Customer Service Representative , you will serve as the primary point of contact between our customers and the Mactac organization. You'll ensure a seamless customer experience from order entry through delivery while partnering closely with the Sales, Operations, Supply Chain, Logistics, and Marketing teams.

Key responsibilities include:

• Managing customer orders from entry through delivery, ensuring accuracy, completeness, and timely execution.
• Monitoring order progress and proactively communicating updates, delays, and solutions to customers and internal stakeholders.
• Expediting orders and coordinating with internal teams to meet customer expectations.
• Serving as the customer's advocate by anticipating needs, resolving concerns, and driving positive outcomes.
• Researching and resolving order discrepancies while minimizing customer impact.
• Handling customer inquiries and complaints with professionalism, urgency, and a solution-oriented mindset.
• Maintaining accurate customer records within Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems.
• Collaborating across departments to improve processes, service levels, and overall customer satisfaction.
• Supporting teammates through cross-training and a collaborative team-first approach.
• Participating in continuous improvement initiatives aimed at enhancing efficiency and the customer experience.

What Makes You Successful?

We are looking for professionals who:

• Are highly motivated and eager to build a long-term career.
• Take pride in delivering world-class customer service.
• Possess strong attention to detail and organizational skills.
• Communicate effectively with customers and colleagues at all levels.
• Are proactive problem-solvers who take ownership and follow through.
• Thrive in a collaborative, fast-paced manufacturing environment.
• Adapt quickly to changing priorities and customer needs.
• Demonstrate a positive attitude and willingness to learn and grow.

Qualifications include:

• High school diploma or GED required. Associate's or Bachelor's degree is a plus.
• Minimum of one year prior relevant experience in a field such as customer service, retail, hospitality or another customer-focused field.
• Proficient in the use of Microsoft Office software.
• Prior experience utilizing ERP systems preferred.
• Experience working within a participative or collaborative management environment is highly desirable.
• Demonstrated ability to think creatively, solve complex problems, and facilitate problem-solving with others.
• Capable of recommending effective solutions to issues involving internal stakeholders and other company locations.
• Effective communication skills - written, verbal, and interpersonal.
• Strong organization and prioritization skills.

Scope:

• Physical Requirements: The employee in this position is required to frequently stand, walk and sit. In addition, the position requires manual dexterity for use of computer keyboard and mouse
• Management Responsibilities Level: Individual Contributor
• Reports to: Customer Service Manager
• Location: Stow, OH
• Travel: less than 5%

Company Overview:

Headquartered in Stow, Ohio, Mactac was founded as Morgan Adhesives Co. in 1959 by the late entrepreneur Burton (Burt) Morgan. Along with financial backing from Bemis Co. and a business model that focused on providing high quality products, innovative solutions and superior customer service, Mactac flourished. For over 65 years, we've been manufacturing and distributing pressure-sensitive adhesive (PSA) materials that are used in label printing, graphic design, packaging, retail display, fleet graphics, automotive assembly, medical device assembly, and more. Today, Mactac employs more than 1,100 people and has operations in the United States, Canada and Mexico.

Mactac's parent company, LINTEC, is a leading company in the field of adhesive materials. The product lineup covers many diversified fields including not only adhesive papers and films for seals and labels, but also shatter-proof window films, adhesive sheets for outdoor signs, interior finishing mounting sheets, automobile-use adhesive products, semiconductor-related tape, and LCD-related adhesive products.

Mactac pressure sensitive adhesives are used in a wide range of markets and industries, and our business is structured accordingly. We are a vertically integrated organization comprised of five business units - each specially designed to meet the unique needs of our customers.

Disclaimers:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.

We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or Mactac and affiliated employees.