• Accurately process customer production orders, returns, and exchanges
• Respond to customer inquiries via phone, email, chat, and in person
• Handle billing questions and process customer payments as needed
• Coordinate with warehouse, pre-press, and production teams to ensure order accuracy and on-time shipments
• Build and maintain strong customer relationships through clear, proactive, and professional communication
• Manage backorders and out-of-stock items and provide timely updates to customers
• Monitor and follow up on order status
• Track orders, packing slips, and related documentation
• Prepare daily bill of ladings, shipment labels, and billing documents
• Work with transportation providers to schedule customer pickups and deliveries
• Address customer concerns or complaints efficiently, diplomatically, and with deep product knowledge
• Maintain up-to-date knowledge of products, services, and industry developments
• Ensure compliance with company procedures and American Institute of Baking (AIB) requirements

• Able to take initiative and identify areas to streamline processes and implement improvements.

• Mathematical skills are necessary for validation of estimates and billing.

• Self-starter, ability to work independently.

• Able to work well, have a strict attention to detail and be able to work accurately under pressure.

• Ability to multi-task successfully.

• Strong problem-solving talents.

• Helps ensure all procedures for the company and the American Institute of Baking (AIB) are followed.

Education, Experience and Licensing Requirements:

• MUST have at least 2 years of customer service experience in a manufacturing environment.

• Experience using and ERP system such as SAP, Oracle, or MS Dynamics NAV – A PLUS.

• MUST be proficient in Microsoft Word, Excel, and Outlook.

• MUST have excellent communication skills and phone skills.

• MUST be highly organized.

• Experience processing digitally printed label, cartons or flexible packaging is A PLUS.

• Direct experience supporting customers that purchase pouches, laminated films and extruded films is A PLUS.

Interested in a career with us? Apply today by submitting your resume below!