Customer Service Representative

Customer Service Representative

The Customer Service Representative I serves as the first point of contact for new and existing customers of the corrugated packaging plant. This entry-level role is responsible for accurately entering orders, responding to routine inquiries, and supporting the order-to-ship process under the guidance of senior CS staff and the scheduling team.

ND Paper is a leading manufacturer of high-quality pulp, paper, and packaging products in the United States, generating over half a billion dollars in annual sales. As a wholly owned subsidiary of Nine Dragons Paper (Holdings) Limited the largest containerboard producer in the world ND Paper is part of a global network committed to excellence and innovation. With two integrated pulp and paper mills in Rumford, Maine and Biron, Wisconsin, a packaging plant in Sturtevant, Wisconsin, and two sheeting facilities in Langhorne, Pennsylvania and Fairmont, West Virginia, the ND Paper family produces nearly one million tons of products annually. Our 1,100 dedicated employees are the heart of our operations, and we are committed to fostering positive work environments where individuals can advance and thrive. At ND Paper, we are investing in our future, and that starts with our staff.

Key Responsibilities & Expected Results:

• Enter and confirm customer orders accurately into the ERP/order management system.
• Respond to inbound customer inquiries via phone and email regarding order status, shipping dates, and standard product specifications.
• Coordinate with scheduling and production on routine order status updates; escalate delays per department protocol.
• Maintain and update customer account records, contact information, and order history files.
• Generate order acknowledgments, packing lists, and standard shipping documents.
• Assist senior CSRs and the CS Manager with data entry, filing, and administrative support tasks.
• Learn and follow established SOPs for order entry, change orders, and customer communication standards.
• Support the Sales team by preparing basic quotes for standard SKUs under supervision.

Key Performance Indicators (KPI's)

• Order Entry Accuracy: Maintain at least 99% accuracy in customer order entry.
• Customer Response Time: Respond to customer phone and email inquiries within 4 business hours.
• On-Time Order Processing: Process and confirm customer orders within the same business day whenever possible.
• Customer Satisfaction: Achieve a customer satisfaction (CSAT) score of 90% or higher based on customer feedback.
• Documentation Accuracy: Ensure customer account records and order information are updated accurately and promptly.

Qualifications and Skills

Education and Experience

• High school diploma or GED required; associate's degree or some college coursework preferred.
• 02 years of experience in customer service, order management, or administrative support.
• Proficiency in Microsoft Office (Excel, Outlook, Word); ERP or order entry system experience is a plus.
• Clear verbal and written communication skills.
• Strong attention to detail and ability to manage multiple tasks in a fast-paced manufacturing environment.
• Team-oriented with a willingness to learn production and packaging basics.

Core Competencies

• Customer Service Orientation Delivers courteous, professional, and responsive service while building positive customer relationships.
• Attention to Detail Accurately processes customer orders, maintains records, and ensures data integrity.
• Communication & Collaboration Communicates effectively with customers and works closely with sales, scheduling, and production teams to support the order-to-ship process.

Success Profile

• Accurately processes customer orders and maintains detailed customer records with minimal errors.
• Provides timely, professional, and courteous service by responding promptly to customer inquiries and resolving routine issues.
• Communicates effectively and collaborates with Sales, Production, and Scheduling to ensure smooth order fulfillment and on-time delivery.
• Demonstrates strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment.
• Learns company products, ERP systems, and standard operating procedures quickly while consistently following established processes.
• Takes initiative, maintains a positive attitude, and contributes to a team-oriented, customer-focused work environment.

Working Conditions

• Onsite (Office)

Attributes for Success

• Hard work tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand.
• Pursuit of Excellence strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture.
• Sense of Urgency drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business.
• Entrepreneurial Spirit act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.
• Adaptability be fluid with ND Paper's continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

ND Paper Benefits

We offer a comprehensive benefits package that includes:

• Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family.
• Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance.
• Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA).
• Paid holidays, personal days, and vacation days to support work-life balance.
• A 401K retirement plan with a company match and annual fixed contribution
• Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location.

Enjoy competitive salaries, comprehensive health benefits, and paid time off. Discover more about our benefits and how we support our team by visiting 2026 Benefits. Come be a part of our team and grow with us!