Strategic Customer Service & Planning Coordinator

Get to know us: Mill Rock Packaging (MRP) is a growing U.S.-based packaging company and a market leader in designing, engineering, and producing high-end, sustainable, and customized graphic paperboard, folding carton, and commercial printing products. We serve customers across industries like food and beverage, technology, health and beauty, pharmaceuticals, and more. What sets us apart? Our culture is built on five core behaviors that guide everything we do: Lead with Safety – We put people first, always. Build Trust – We keep our promises and act with integrity. Innovate and Be Resilient – We embrace challenges and create solutions that raise the bar. Include and Collaborate – We believe diverse perspectives make us stronger. Raise the Bar – We strive for excellence in every detail. If you’re looking for a place where these values aren’t just words but actions, you’ll feel right at home here. How you'll make an impact: This cross-functional role blends customer service, order management, and production planning, ensuring seamless execution from customer purchase order through production and delivery. You will collaborate closely with Sales, Prepress, Production, and Quality to ensure accuracy, efficiency, and a strong customer experience. What you’ll do: Act as a main point of contact for customers and internal stakeholders. Use EDI platform and planning tools to process orders for Vendor Managed Inventory Receive, enter, and manage customer purchase orders in the ERP system. Partner with Sales to manage day-to-day order activity and customer expectations. Verify artwork, lead times, shipping details, and other key requirements with customers. Monitor open orders and job statuses to ensure timely delivery and customer satisfaction. Create accurate work orders and job packets based on specifications Review sales orders, purchase orders, artwork, and estimates for precision, resolving discrepancies quickly. Build production estimates and operational tools in the ERP system, ensuring correct specifications and routings. Work closely with production to review artwork, routings, specs, and layouts, adjusting as needed. Update work orders and communicate changes to all stakeholders. Keep ERP data accurate and up to date for items, tools, and estimates. Identify opportunities to enhance processes and customer satisfaction. Additional projects as assigned by MRP leadership What we’re looking for: Basic Qualifications 2-3 years of experience supporting manufacturing operations in customer service, production planning, scheduling or in a similar detail-oriented capacity Strong understanding of production processes, material flow, production timelines, and capacity planning. Strong working knowledge of ERP system (e.g., IFS, Epicor, Printvis, Optimus Radius, NetSuite, SAP) Ability to work with internal customers to ensure alignment of production goals. Skills to quickly identify and solve production issues that may affect timelines or output. Adaptability to changing production demands, supply issues, or unforeseen delays. Ensure production schedules and forecasts are accurate to minimize errors and inefficiencies. Awareness of quality standards and ensuring they are maintained in production. A high school diploma or equivalent is required. Preferred Requirements We value diverse experiences and perspectives—they help us innovate every day. While these qualifications are preferred, they’re not required: Experience with EDI and SMI/VMI customer relationships Previous experience in a manufacturing or printing environment Demonstrated proficiency in Microsoft Office Suite along with design software Awareness of lean principles to improve efficiency and reduce waste in production Why You’ll Love Working Here Our Culture: We’re stronger together. Safety comes first, and we believe our people, customers, and investors are the foundation of our success. Collaboration and respect drive everything we do. Competitive Compensation: Your base pay will reflect factors like market location, experience, and skills. Many roles also include performance bonuses as part of the total compensation package. Benefits That Matter: We offer a full range of benefits designed to support you and your family, including: Medical, dental, and vision insurance Paid Time Off (PTO) and company holidays 401(k) with employer match Short-term and long-term disability insurance Life insurance …and more! The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the position's duties, responsibilities, or requirements. Mill Rock Packaging is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Recruiting Agencies: Mill Rock Packaging does not accept unsolicited resumes and will not be responsible for any fees associated with them. Employment Type: Full Time Salary: $55,000 - $75,000 Annual Bonus/Commission: Yes