Senior Customer Service Representative

JOB SUMMARY

The Senior Customer Service Representative serves as the primary customer contact after order entry, with responsibility for strategic and complex customer accounts. This role monitors order execution, provides proactive communication, coordinates delivery changes, resolves escalated issues, and drives timely action across Planning, Production, Quality, Engineering, Shipping, Sales, and Finance.The Senior CSR also supports team development, workload coordination, KPI monitoring, standard-work compliance, and continuous improvement. This is a senior individual-contributor role and does not automatically include formal employee supervision.

Responsibilities

Customer Communication

· Serve as the primary service contact for assigned customer accounts.

· Respond promptly and professionally to customer emails, calls, escalations, and information requests.

· Provide accurate updates on order status, production progress, shipment dates, tracking information, and delivery risks.

· Notify customers in advance of delays, shortages, quality concerns, or changes to committed dates.

· Lead customer recovery communication when delivery or service performance falls below expectations.

· Document customer commitments and maintain complete communication records.

· Participate in customer meetings, business reviews, and escalation calls when required.

Open-Order Management

· Review open-order, backlog, overdue-order, and shipment reports daily.

· Monitor confirmed delivery dates against current material, production, and shipping status.

· Obtain Planning approval before communicating new or revised delivery dates.

· Follow up on overdue orders, partial shipments, backorders, and remaining balances.

· Ensure customer changes are communicated to the Order Entry CSR and accurately updated in Infor M3.

· Coordinate shipment priorities with Planning, Production, and Shipping.

· Identify delivery risks early and lead the internal escalation process.

· Maintain visibility of critical orders until delivery completion.

Escalation & Issue Resolution

· Lead the coordination of complex customer complaints, returns, replacements, credits, and corrective-action requests.

· Coordinate with Quality and Finance to ensure timely resolution and accurate customer communication.

· Track customer issues through closure and confirm that agreed actions have been completed.

· Support investigations involving delivery discrepancies, damaged shipments, shortages, incorrect products, or invoicing problems.

· Coordinate FAIR, sample, NPI, documentation, and approval status with the responsible departments.

· Identify recurring service failures and support root-cause analysis and corrective action.

· Escalate unresolved internal actions based on customer impact and required completion date.

Invoicing and Documentation Support

· Verify that completed shipments are processed for timely invoicing.

· Monitor shipped-not-invoiced orders and coordinate resolution of invoice blocks.

· Support the correction of pricing, quantity, freight, tax, or documentation discrepancies.

· Provide packing slips, certificates, tracking information, inspection documents, and other required records.

· Maintain accurate customer correspondence, escalation logs, and issue-tracking records.

Team Support and Coaching

· Provide guidance and support to Order Entry and Service CSRs.

· Assist with workload balancing, account coverage, and backup planning.

· Coach team members on customer communication, open-order management, escalation, and M3 processes.

· Review complex transactions and support resolution of unusual customer requirements.

· Help train new team members and maintain training materials.

· Serve as backup to the Customer service team member when requested.

MINIMUM EXPERIENCE AND EDUCATION REQUIREMENTSEDUCATIONHigh school diploma or equivalent required; relevant degree or certification preferred.EXPERIENCEFive or more years of customer service experience, preferably in manufacturing or packaging.Experience with ERP and order-management systems; Infor M3 experience preferred.
Experience supporting strategic or high-demand customer accounts.Experience managing customer escalations and coordinating cross-functional resolution.Proficiency in Microsoft Excel, Outlook, and reporting tools.Strong customer communication, problem-solving, prioritization, and follow-up skills.
Demonstrated ability to coach colleagues and support process improvements.Ability to coordinate effectively across Planning, Production, Quality, Shipping, Sales, and Finance.
LANGUAGES

Fluent in English, both written and verbal. Spanish is seen as plus

PROFESSIONAL PRINCIPALS

· To always act in a professional and ethical manner

· To maintain a positive work environment and recognize that this is a shared responsibility and includes recognition, respect, co-operation, and open communication

SKILLS AND COMPETENCESAdvanced knowledge of customer service, open-order management, delivery tracking, escalations, complaints, returns, and invoicing follow-up.Ability to manage strategic customers, complex orders, delivery risks, and high-priority escalations.Strong working knowledge of ERP and order-management systems; Infor M3 experience preferred.Ability to analyze backlog, delivery, response-time, issue-aging, and invoicing reports.Ability to coordinate effectively across Planning, Production, Quality, Engineering, Shipping, Sales, and Finance.Strong written and verbal customer communication, including difficult or sensitive situations.Ability to coach team members, share best practices, and support workload allocation.Strong organization, ownership, attention to detail, prioritization, and problem-solving skills.Ability to identify recurring service failures and support practical corrective actions.Able to manage multiple priorities in a fast-paced, high-mix manufacturing environment.

HEALTH AND SAFETY AND ENVIRONMENTAL OBLIGATIONSHEALTH AND SAFETY

In Nefab we are serious about improving employee safety, reducing workplace risks, and creating better and safer working conditions.

Nefab provides a working environment that is healthy, safe and in accordance with international standards and local laws for all employees.

ENVIRONMENT

We optimize total cost and reduce environmental impact with innovative packaging and logistics solutions.

Sustainability is an integral part of our value proposition to the market. Working with sustainability means that we care for the welfare of

our employees and other stakeholders while maintaining balance in the economic, social and environmental aspects of our business.

Employee Responsibilities

The regulations and all health and safety policies, programs and practices, as they pertain to the workplace

Report to the employer, supervisor or a Health & Safety representative, any contravention of the Act or regulations, or any hazard they are

aware of.

Use or wear equipment, protective devices or clothing that the employer requires to be used or worn in a manner that will not endanger the client, themselves or another employee.

Report immediately to the employer or supervisor the absence of or defect in any equipment or protective device of which the employee is aware and which may endanger the client, themselves or another employee.

Ensure that they do not engage in any prank, contest, and feat of strength, unnecessary running or rough and boisterous conduct.

Physical Demands

The physical demands and work environment described is representative of those that must be met by an employee to successfully perform

the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential

functions.

Physical Environment

The duties of this job include physical activities such as stooping, kneeling, standing, reaching, walking, lifting (1-40lbs), gripping,

pushing/pulling, talking, hearing/listening, seeing/observing, and repetitive motions.

Specific vision abilities required by this job include close, distance, and peripheral vision, depth perception, and the ability to focus.

Work Environment

Office working conditions are normal for an office environment.

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person