Customer Service & Sales Support Specialist - Packaging

Customer Service & Sales Support Specialist

At Schaefer Plastics, we manufacture industry-leading solutions and drive responsible practices towards a sustainable future for generations to come. As a family-owned company since 1937, we are deeply committed to delivering exceptional customer care through high-quality, innovative waste and packaging solutions. Our customers and their satisfaction are paramount to our business; we strive to understand their needs and exceed their expectations at every turn.

We are a global injection molding manufacturer, producing durable waste and recycling carts, and pioneering reusable packaging systems that reduce carbon footprints. Our dynamic and inclusive culture fosters personal and professional growth, making us an ideal employer for career advancement.

Position Summary

Schaefer Plastics is seeking a Customer Service & Sales Support Specialist to support our Packaging division by managing customer inquiries, processing orders, coordinating internal workflows, and helping ensure a high level of service throughout the order lifecycle. This role serves as a key point of contact for customers and internal teams, helping drive accurate order entry, timely communication, and strong customer relationships in a fast-paced manufacturing environment.

Key Responsibilities

• Serve as a primary point of contact for Packaging customers regarding product inquiries, order status, pricing support, returns, invoicing, and general service needs
• Prepare, manage, and support customer quoting activities utilizing both AX and Salesforce to ensure accurate and timely quote delivery.
• Process customer orders accurately and efficiently within the company's ERP/order management system
• Generate and manage work orders to support manufacturing and fabrication requirements
• Build and maintain strong relationships with new and existing customers
• Assist with new customer account setup and account maintenance
• Coordinate with internal departments, including manufacturing, warehouse, shipping, and accounting, to ensure smooth order fulfillment
• Support invoicing activities and help resolve billing discrepancies as needed
• Process returns and assist with issue resolution in a timely, professional manner
• Update and maintain product and customer information in internal systems
• Escalate customer concerns or operational issues when appropriate
• Communicate shipping needs and special handling requirements to warehouse or logistics teams
• Provide a high level of responsiveness, professionalism, and follow-through in all customer interactions

Qualifications

• High school diploma or equivalent required; associate degree preferred
• 1+ years of customer service, sales support, order entry, or account support experience in a manufacturing, packaging, or other physical product environment preferred
• Experience working in an ERP or order entry system preferred
• Intermediate Microsoft Office skills, especially Outlook, Excel, and Word
• Strong written and verbal communication skills
• Bilingual English/Spanish is a plus

Preferred Skills and Experience

• Experience supporting customers in a business-to-business manufacturing environment
• Ability to manage multiple priorities with strong attention to detail
• Strong organizational and follow-up skills
• Comfortable working cross-functionally with sales, operations, warehouse, and finance teams
• Ability to handle customer concerns with professionalism and urgency

Core Competencies

• Customer Focus
• Communication
• Accuracy and Attention to Detail
• Problem Solving
• Dependability
• Initiative
• Teamwork
• Planning and Organization
• Adaptability

Work Environment / Physical Requirements

• Primarily office-based role within a manufacturing environment
• Regular sitting, typing, speaking, and hearing
• Frequent use of hands for computer and office equipment
• Occasional standing and walking in office or plant areas
• May occasionally lift up to 10 pounds
• Moderate noise level typical of an office connected to a manufacturing facility

Why Schaefer Plastics

At Schaefer Plastics, we are committed to delivering high-quality packaging solutions while building strong relationships with our customers and teammates. We value teamwork, accountability, and customer service, and we are looking for individuals who want to contribute in a fast-paced, collaborative environment.

Schaefer Plastics is proud to be an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants regardless of race, color, religion, creed, national origin, gender, gender identity/expression, sexual orientation, age, disability, genetic information, military or veteran status, marital status, pregnancy, or any other characteristic protected by federal, state, or local law.