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Customer Service Representative in Kalamazoo, Michigan | Careers at KalamazooDivision

ID 2021-1211
Category Customer Service
Position Type Full Time
Division Kalamazoo Division
Division Description

The Kalamazoo Division is a full service, BRCGS certified corrugated facility with an ISTA test lab on site. We manufacture a wide variety of corrugated products from point of purchase graphic displays, to any size corrugated shipping container.

Position Overview

The Customer Service Representative (CSR) position is responsible for providing high quality, consistent and efficient service to our customers through daily interaction with clients, sales representatives, production members, and co-workers.


In this role, you will:

  • Provide timely and accurate information about incoming customer order status and product knowledge requests
  • Process customer orders/changes according to established department policies and procedures
  • Coordinate customer returns/complaints with appropriate internal and external personnel, according to department workflow rules
  • Maintain customer files
  • Communicate with customers regarding issues such as order status, quotes, confirmations, as well as any complaints or questions
  • Partner with Sales Representatives to meet and exceed each customer's quality and service expectations
  • Run daily reports and review for accuracy and discrepancies
  • Maintain and support company policies and procedures
  • Coordinate outside manufacturing orders when required
  • Perform other duties as assigned


To qualify for this position, you will need:

  • High school diploma required. Associate's or Bachelor's degree preferred
  • Strong customer orientation
  • A minimum of one year in a Customer Service environment in the manufacturing sector is preferred
  • Previous corrugated packaging experience is a plus
  • Superior organizational and time management skills
  • Excellent verbal and written communication skills. Exceptional interpersonal skills with previous experience interfacing with clients
  • Must be able to interact with all levels within the Company
  • Self-starter with the ability to work without direct supervision
  • High attention to detail with ability to troubleshoot to determine cause and effect of poor customer experiences
  • Math and accounting skills
  • Computer skills with a working knowledge of MicroSoft Office software
  • Ability to prioritized a fluctuating work load
  • Willingness to work with clients and sales representatives through a variety of media: phone, email, text, memos, etc

Compensation & Benefits

The Kalamazoo Division offers a full complement of health and welfare benefits to include: medical/prescription, dental, vision, 401(k) with Company match, life and disability insurance, paid time off, employee discounts.

Kalamazoo, MI 49001, US