Customer Service Representative

Pregis is Hiring!

Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.

Customer Success Representative Thermal Solutions

Location: New Albany, Indiana or Norfolk, Nebraska

Department: Customer Service/Sales Support

We are seeking a highly motivated Customer Success Representative to support our growing customer base for Thermal Solutions. In this role, you will serve as a key link between customers, Inside Sales, Operations, Supply Chain, and Inventory Planning, ensuring an exceptional and seamless experience from order placement through delivery.

This position combines customer service and inside sales support. The ideal candidate is results-oriented, customer-focused, and knowledgeable in servicing B2B trade customers by providing comprehensive product and service information, managing demand against available inventory, and resolving issues efficiently.

Key Responsibilities

Customer Support, Inside Sales & Relationship Management

• Respond promptly and professionally to customer inquiries via email and phone
• Act as an inside sales and customer service contact for assigned accounts
• Provide accurate information on product availability, pricing, order status, lead times, logistics, and inventory position
• Proactively support demand planning by aligning customer needs with available inventory and production schedules
• Support and coordinate customer sample requests
• Build and maintain strong customer relationships through consistent communication and follow-up

Order Management, Inventory & Documentation

• Ensure timely and accurate entry of customer orders into SAP
• Monitor inventory levels and collaborate with Supply Chain and Operations to manage allocations, backorders, and stock availability
• Track customer orders and communicate delivery updates or changes
• Review and verify customer pricing, and order data for accuracy
• Assist with invoicing, export, and related documentation

Issue Resolution & Process Support

• Partner with Sales, Supply Chain, and Operations to address customer requests, including expedites and inventory constraints
• Process returns, customer complaints, and credit requests
• Assist with new customer onboarding and new product setup
• Provide backup support to other Customer Service and Inside Sales team members

Sales & Commercial Support

• Prepare basic price quotes and support inside sales activities
• Support follow-up on open quotes, orders, and deliveries
• Provide the Sales team with customer insights, order trends, and inventory-related feedback
• Assist in identifying upselling or cross-sell opportunities based on customer demand and inventory availability

Candidate Profile

Education

• Bachelor's degree preferred in Business, Industrial Engineering, Logistics, Supply Chain, or a related field

Experience

• 1-3 years of experience in customer service, inside sales, sales support, or administrative roles
• Experience in B2B environments preferred
• Experience in manufacturing, adhesives, packaging, or industrial materials is a plus but not required

Technical Knowledge

• Understanding of production planning, inventory management, and delivery lead times
• Experience working with ERP and CRM systems (SAP preferred)

Key Skills

• Strong customer-first and sales-support mindset
• Clear and professional written and verbal communication skills
• Strong organizational and analytical skills
• Ability to prioritize, manage inventory-related constraints, and handle multiple requests simultaneously

Success Indicators

• Timely and professional customer and inside sales responses
• High accuracy in order entry, pricing, and documentation
• Effective coordination with Supply Chain and Inventory teams
• Strong customer satisfaction and retention
• Clear, proactive internal communication across Sales, Operations, and Supply Chain

Diversity and Inclusion

We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.

Affirmative Action/EEO Statement/Inclusion

We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis' culture and achievements.