Customer Care Rep

Role overview

Manage day-to-day customer accounts from order intake through invoicing while coordinating with sales, deductions, supply chain, demand planning, operations, transportation, and related service teams. The role focuses on accurate order processing, timely customer communication, issue resolution, account reporting, and continuous improvement across multiple products and customer processes.

Responsibilities

- Receive and manage purchase orders submitted through web portals, email, EDI, or fax, tracking them through fulfillment and invoicing. - Respond promptly and professionally to questions about order status, pricing, service requirements, documentation, delivery, and invoices. - Monitor orders, service levels, and ordering patterns to identify risks and implement account-management or processing improvements. - Coordinate customer issue resolution, including change requests, return authorizations, deductions, pricing discrepancies, inventory concerns, shipping problems, and delivery delays. - Maintain reporting for account issues and ensure the correct flow of new projects, products, artwork, printing, labeling, and related changes. - Work across transportation, supply chain, plant operations, sales, and other functions to meet contractual and customer-service commitments.

Requirements

- Two to three years of customer-care, customer-service, order-management, or related experience. - Clear, professional verbal and written communication skills. - Strong organization and attention to detail, with the ability to manage multiple accounts, processes, and priorities. - Ability to understand customer requirements, lead times, transit expectations, processing procedures, and contractual obligations. - Ability to learn and use multiple customer-facing software applications and online portals. - Demonstrated ability to contribute to process improvements and work effectively across functional teams.

Nice to have

- College degree. - Six Sigma certification. - Experience leading projects or team initiatives, training and mentoring new colleagues, and developing practical solutions to complex customer issues.

Benefits and work setup

- Full-time remote/home-based role. - Listed benefits include medical, dental, and vision coverage; paid time off and holidays; wellbeing and assistance programs; health savings or flexible spending accounts; life and disability insurance; paid parental leave; retirement-plan matching; possible tuition reimbursement; and potential annual bonus eligibility.