Customer Service Rep

At M&M Industries , we take pride in producing high-quality plastic packaging solutions that make a difference in everyday life. The Customer Service Representative II provides advanced customer support to ensure satisfaction throughout the order lifecycle. This position serves as the primary point of contact for assigned customers—managing communications, processing orders, resolving issues, and collaborating across departments to deliver a seamless customer experience.

The Customer Service Representative II is responsible for accurately entering and maintaining customer orders, proactively communicating about production and shipping updates, and resolving inquiries related to pricing, billing, or quality. This role also supports improvement initiatives and helps maintain positive customer relationships through professionalism, responsiveness, and attention to detail.

Key Responsibilities

• Accurately read and enter customer purchase orders into the system for production.
• Maintain a full understanding of customer pricing structures, products, and order history.
• Update customer orders upon request, including changes to quantities, dates, or product details.
• Partner with Production Planning to assist with customer requests related to ship dates, cancellations, or order adjustments.
• Collaborate with the Art Team to support SKU and decoration changes.
• Respond promptly and professionally to customer calls, emails, and website chats.
• Attend daily production and logistics meetings to stay informed on orders and provide customer updates.
• Process customer claims and returns; coordinate with the Quality Team to resolve issues.
• Maintain and manage Freshdesk tickets—our primary application for tracking customer communications and service activities.
• Produce customer-specific reports upon request.
• Investigate and resolve invoice and freight discrepancies in collaboration with Accounting.
• Accurately invoice all completed customer orders daily.
• Provide Reception coverage as needed (including lunch coverage each week).
• Support team initiatives and take on additional responsibilities as assigned by the Customer Service Manager or Director.

Competencies (Knowledge/Skills/Abilities)

• Proficient in Microsoft Office Suite, including Excel and PowerPoint.
• Strong verbal and written communication skills.
• Exceptional attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines under pressure.
• Highly organized with strong follow-through.
• Consistently professional and positive service attitude.
• Demonstrated ability to work collaboratively across departments.
• Capable of working independently with minimal supervision.
• Advanced Excel skills with the ability to generate customer reports.

Education

• High School Diploma or equivalent (required)

Experience

• Minimum 5 years of administrative and customer service experience required.
• Experience in a manufacturing or distribution environment preferred.
• Proficiency in ERP systems and customer ticketing platforms (Freshdesk experience a plus).