Sales Service Representative

Job Description

This position is on a hybrid schedule reporting to either Lake Forest, IL, Raleigh, NC or Plant City, FL offices.

Summary

The Sales Service Representative serves as a key point of contact for assigned customer accounts, supporting the accurate and timely execution of customer orders from entry through delivery. This role partners closely with Sales, Planning, Production, Graphics, Transportation, and Customer Order Management to resolve order issues, support on-time/in-full delivery, maintain strong customer relationships, and identify opportunities to improve service performance. The position requires strong attention to detail, sound judgment, customer focus, and the ability to manage competing priorities in a fast-paced manufacturing environment.

Essential Responsibilities

• Manage assigned customer accounts through the order management process, including order review, issue resolution, inventory coordination, and delivery follow-up.
• Serve as a primary liaison between customers, Sales, Planning, Production, Graphics, Transportation, and Customer Order Management to support accurate and timely order execution.
• Monitor customer orders, material availability, production timelines, and shipment status to support on-time/in-full delivery.
• Research and resolve order discrepancies, customer concerns, product requirement questions, and service-related issues.
• Represent the voice of the customer by sharing service trends, account needs, and customer feedback with Sales, Marketing, and internal support teams.
• Develop and maintain productive relationships with assigned customer accounts to support service excellence and customer retention.
• Use SAP, Microsoft Office 365, Excel, and other business systems to maintain accurate records, analyze account activity, and report key service metrics.
• Support continuous improvement initiatives related to order accuracy, customer communication, service performance, and cross-functional workflows.
• Gather, track, and communicate account-specific data related to customer satisfaction, service expectations, and changing business needs.
• Follow company policies, procedures, and account management guidelines to ensure consistent and compliant service execution.

Qualifications

• Bachelor's degree in business administration, supply chain, operations, or a related field preferred; equivalent education and experience may be considered.
• Typically requires five or more years of experience in customer service, account support, and order management in a supply chain or manufacturing environment.
• Experience supporting customer accounts in a manufacturing, packaging, distribution, or supply chain environment strongly preferred.
• SAP or similar ERP system experience preferred.
• Proficiency with Microsoft Office 365 required; advanced Excel skills preferred.
• Strong written and verbal communication skills with the ability to communicate clearly with customers and internal partners.
• Demonstrated ability to manage competing priorities, resolve issues, and follow through on commitments.
• Strong attention to detail and ability to maintain accurate information across systems and customer records.
• Ability to collaborate across departments to resolve customer needs and support business objectives.
• Customer-focused mindset with a commitment to service excellence, accountability, and continuous improvement.