Customer Service/Office Assistant

Cellulose Material Solutions (CMS), a Michigan-based manufacturer focused on innovative thermal packaging and acoustical solutions. What makes CMS particularly compelling is their commitment to sustainability—many of their products are made from 70–80% recycled and renewable materials, helping customers reduce environmental impact while maintaining high performance. About the Role Responsible for acting as a liaison between customers, sales, and internal departments. The CSR assists internal and external customers with all customer related issues, orders, errors, account questions, billing, cancelations, and other queries. The CSR also project manages internal sampling and testing demands for the sales team. Responsibilities The CSR is skilled and experienced in assisting customers before, during, and after purchases to satisfy customer needs. Determines the quickest, most effective ways to answer a client’s or customer’s questions. Escalating queries and concerns as required. Works with sales and manufacturing to resolve any emerging problems that our customer accounts might face with accuracy and efficiency. Works with National Account Manager/s to build sustainable relationships and trust with customer accounts through open and interactive communication. Handles assigned accounts as the primary customer service contact. Update and maintains customer information in ERP system including CRM. Process orders and returns (incoming, outgoing, and internal). Processes samples for customers and manages the sample completion through internal departments. Ensures accurate invoices are sent to accounts for payment in a timely manner. Code and enters approved purchases in ERP system for office and operational team. Reconciles employee credit card purchases and employee expenses. Prepares sales reports and supports assigned sales team functions. Assists with sales and marketing team tasks. Manages assigned supply kanban inventories, ordering and cost reporting. Answers A/R related invoice inquiries and follow ups, researching customer balance differences as requested. Complete credit applications for new vendors and customers. Works with accounting on W-9 requests from customers. Pull credit reports and sends vendor reference requests on new customer application. Other duties as requested by management. Qualifications Associate's degree (A. A.) or higher. Relevant work experience of at least 3 years. Prior work experience in manufacturing and/or ERP software use. Required Skills Ability to use accounting and MRP/ERP software. Good computer skills including MS Office, email and web-based software proficiency. #J-18808-Ljbffr