Customer Service Rep – Manufacturing (Hybrid)

Imagine: A Career with Purpose and Possibility

Picture this: You are part of a global team of problem-solvers whose innovations in materials science can make life better. Every day, you help turn ideas into impact using science, technology, and creativity to tackle real-world challenges. You are part of a company whose work helps improve patient outcomes in healthcare and protects essential consumer goods that people around the world rely on every day.

At TekniPlex, you’ll join more than 8,000 colleagues across 12 countries, all united by one purpose: creating safer, smarter solutions that touch daily life. Through our two divisions, TekniPlex Healthcare and TekniPlex Consumer Products, you’ll help shape industries that matter: healthcare, pharmaceutical, food & beverage, beauty, and personal care.

Here, your ideas count and your work matters. You’ll be encouraged to think boldly, collaborate across cultures, and keep growing every step of the way. You will help protect the integrity of essential products, support patient safety and comfort, and contribute to innovations that make everyday life better, all while building a career that makes an impact.

Because at TekniPlex, you don’t just deliver products – you help shape what’s next.

JOB SUMMARY

TekniPlex is currently hiring a Customer Service Representative II located in Madison, WI. This is a hybrid role. This position serves as the primary business contact for the customer and, along with the Customer Service Manager, is responsible for the customer’s satisfaction.  The customer service representative is expected to provide support to the customer with purchasing, reporting, quoting, pricing and shipping.  This position acts as a liaison between the customer, sales, production planning and manufacturing. The pay for this role is $19.66 to $27.02 per hour.

DUTIES AND RESPONSIBILITIES

• Receive and process customer purchase orders. Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling. 
• Process change orders, trial orders, remake orders and rework orders to comply with customer needs.
• Inform Customer Service Manager and/or VP of Sales of any significant changes or issues with a customer account or specific orders.
• Work closely with the manufacturing and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met.
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the business manager to resolve any discrepancies, processing only those POs that have correct pricing.
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made.
• Develop and manage customer specific forecasts, inventory models and stocking programs to ensure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders. 
• Manage customer specific inventory programs to ensure that the customer remains in compliance with the terms of the program.
• Process and execute shipments, to include placing orders for freight carriers as needed.
• Create and distribute all documentation for domestic and export shipments.
• Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating.
• Create and distribute credit notes as needed.
• Process new artwork by initiating the creation of a new finished goods number, entering product specifications as supplied by the customer and forwarding the artwork to graphics for the creation of keys or color swatches. Coordinate the customer approval of the keys or color swatches.
• Coordinate and/or host customers for press side approvals.
• Ensure that packing specifications are accurate and current.
• Ensure that all customer specific instructions are accurate and current.
• Respond to customer inquiries in a timely manner.
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer.
• Work with the credit and collection team in the collection of past due invoices as requested. Place shipments on hold if directed by finance.
• Visit customer facilities as needed. Some overnight travel by various modes of transportation including airplane, train or automobile as deemed appropriate.
• Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process.
• Understand the BU’s Quality Management System
• Ability to work extended hours if needed.
• Perform related duties as assigned by Supervisor.

QUALIFICATIONS

• Four-year college degree preferred. Business/related field preferred or equivalent packaging experience accepted.
• 3-5 years of customer service experience in the manufacturing industry preferred.
• Ability to speak Spanish is a plus.
• Demonstrated work ethics that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution.
• Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
• Strong computer skills and advanced knowledge of Microsoft Office (especially Excel and Word including working in Pivot Tables in Excel.
• Must have good organizational skills and be able to multi-task with minimal direction and supervision.
• Must have a thorough understanding of the converting industry, including terminology, technology and business practices.
• Must have a strong understanding of our processes and capabilities.
• General knowledge of artwork and color separations for communication with customers.
• Knowledge of international trade requirements for export customers.
• Must have excellent verbal and written communication skills.
• Ability to respond to common inquiries or complaints from customers.
• Ability to effectively present information to top management.
• Ability to read, analyze and interpret common financial reports.
• Ability to compute rate, ratio and percent and to interpret bar graphs.
• Ability to calculate figures and amounts such as proportions and percentages.
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

TekniPlex provides a comprehensive and flexible benefits program that you can customize to fit your personal needs. Our programs offer you and your family health care coverage and financial security. You can take advantage of life insurance, disability coverage and voluntary benefits for extra financial protection and peace of mind. Plus, our work-life benefits provide support and assistance whenever you need it.

• Some of your benefits are paid in full by TekniPlex and some costs are shared between you and TekniPlex. Other benefits are made available to you at reasonable group rates.
• Medical Coverage
• Prescription Drug Coverage
• Telemedicine
• Dental Coverage
• Vision Coverage
• Employee Assistance Program
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Basic Term Life/AD&D Insurance
• Voluntary Life/AD&D Insurance
• Short Term Disability (STD)
• Long Term Disability (LTD
• Voluntary Buy-Up LTD
• Hospital Indemnity
• Accident Insurance
• Critical Illness
• 401(k) Retirement Savings Plan
• Daily Pay
• Business Travel Insurance
• Legal Plan
• Identity Protection

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.