Senior Customer Service Representative

About the role

Senior Customer Service Representative $65,000 base + 5% variable target

Key Job Responsibilities

The Customer Operations Specialist serves as the primary operational contact for designated manufacturing plants, Sales Representatives, and assigned customers. The role owns day-to-day execution of recurring packaging business from purchase order receipt through delivery and invoicing, while coordinating with Operations, Production, Scheduling, Logistics, Purchasing, and Accounting. The specialist maintains accurate customer, order, product, and billing information; communicates proactively; and ensures commitments are executed accurately and on time.

Duties and Requirements

• Serve as the primary operational contact for assigned customers and respond to questions regarding orders, shipments, pricing, availability, invoices, and documentation.
• Build strong customer relationships through proactive communication, resolve routine concerns, and escalate strategic issues to Sales.
• Receive and process customer purchase orders and enter orders, transfers, revisions, and changes in Acumatica or XBI.
• Monitor open orders through fulfillment and verify pricing, specifications, quantities, and delivery requirements.
• Act as the primary liaison between customers and manufacturing plants, coordinating daily with production, scheduling, shipping, purchasing, and logistics.
• Provide timely order-status updates, manage customer expectations, and coordinate expedited orders and fulfillment priorities.
• Create and maintain packaging item records, bills of materials, BOM revisions, and product price lists in Acumatica or XBI.
• Support new product launches by coordinating accurate item setup and product data.
• Generate customer-specific invoices and manage bills of lading, proofs of delivery, portal submissions, and related documentation.
• Support collections and account reconciliation, and process RMAs, RGs, credit memos, and cost deviations.
• Maintain accurate, organized records and support reporting on order accuracy, response time, invoice accuracy, BOM accuracy, shipment communication, issue resolution, customer satisfaction, and retention.
• Provide administrative support for Direct Lumber and Cut Lumber orders when requested; the assigned Sales Representative retains full ownership and accountability for those orders.

Qualifications, Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree in business, supply chain, operations, or a related field preferred.
• Experience in customer operations, customer service, sales support, order management, manufacturing, packaging, or a related environment preferred.
• Strong customer focus and clear, professional written and verbal communication.
• Demonstrated attention to detail and ability to manage multiple priorities and deadlines.
• Strong problem-solving, organization, time-management, and cross-functional collaboration skills.
• Proficiency in Microsoft Office and experience working in ERP systems; Acumatica and XBI experience preferred.
• Ability to work independently while coordinating effectively with customers, Sales, manufacturing plants, and corporate support functions.

Preferred Qualifications

• Experience supporting protective packaging, custom wood packaging, industrial lumber, or another made-to-order manufacturing environment.
• Hands-on experience with packaging item setup, BOM creation and maintenance, product price lists, invoicing, and customer portals.
• Experience coordinating production schedules, shipments, documentation, and customer expectations across multiple facilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change.

Physical Requirements

While this is primarily a sedentary office position which requires the ability to work in confined quarters of an office, there are times the employee may be required to stand, walk or work in a manufacturing warehouse environment. Also requires the ability to bend, stoop, reach, lift, and move and/or carry items up to 50 pounds. The employee is required to have finger dexterity in operating a computer keyboard.

Office work requires sitting at a computer monitor for extended periods of time. While in the manufacturing warehouse, employee will be required to use hearing protection and other PPE, to include but not limited to hard toed shoes

Benefits & Perks

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance
• Paid Time Off - Accrued Immediately, Available at 30 days
• 8 Company Paid Holidays
• Short Term & Long Term Disability
• Tuition Reimbursement Program - Including Trade Schools
• Training & Development