Customer Service Representative - Manufacturing & Packaging Sector
Location: Purpose-built, modern manufacturing facility
Working Hours: Monday to Thursday 8:30am-5:30pm with an early finish on Friday!
A forward-thinking manufacturing business, specialising in printed and flexible packaging solutions, is seeking a Customer Service Representative to join their dynamic internal team. With a strong focus on sustainable innovation and exceptional customer experience, this company operates from a newly developed, energy-efficient headquarters, designed to support long-term growth and innovation.
Overview of the Role
This is a key position within the customer service and operations team, acting as the main point of contact for clients and ensuring orders are processed and delivered with accuracy and care. The successful candidate will support day-to-day account management and act as a crucial link between the customer, internal departments, and the external sales team.
Candidate Profile
The ideal candidate will be:
Proactive and self-motivated
Comfortable working in a fast-paced, manufacturing-based environment
Skilled at communicating across multiple departments and levels
Experienced in dealing directly with both customers and suppliers
Key Responsibilities
Build strong, professional relationships with customers as the primary internal contact, ensuring confidence in the service provided.
Coordinate sales orders through production, ensuring smooth delivery and on-time fulfilment.
Maintain regular and proactive contact with customer accounts, aiming to resolve issues within 24-48 hours.
Serve as a communication hub, ensuring internal departments and external clients are kept informed at all stages of the order process.
Support customer enquiries with proactive follow-ups, involving the production team where necessary to ensure positive resolutions.
Help manage customer forecast usage data to assist purchasing in maintaining appropriate raw material stock levels.
Accurately input sales orders within 24 hours of receipt, following internal processes to verify pricing and ensure completeness.
Assist the sales team by setting up product trials according to customer specifications and entering them into the ERP system (Radius) as "TRIALS".
Address customer complaints promptly by escalating to relevant managers and supplying full case details to initiate investigation.
Review and manage redundant design plates at least every three months, coordinating with production and proofing teams for appropriate disposal.
Liaise with purchasing and planning teams to confirm material availability, particularly for custom or non-stock items.
Prepare complete and accurate job packs at least five days in advance of production, ensuring they are ready and accessible to avoid delays. Urgent or late-scheduled jobs should be hand-delivered to the proofing department.
Provide support across the customer service team to ensure consistent service standards and shared responsibilities.
Required Skills & Experience
Minimum of 2 years' experience in a manufacturing environment, ideally within the flexible packaging industry
Working knowledge of ERP systems (Radius experience is a plus)
Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook
Excellent attention to detail and organisational skills
Strong verbal and written communication, with confidence in interacting across all levels
Ability to work under pressure and meet tight deadlines
Team-oriented with a positive and proactive attitude
Benefits
22 days annual leave, with additional days awarded for long service
On-site private parking
Ongoing training and development opportunities
Company pension scheme
This role offers the chance to join a reputable company that values innovation, sustainability, and employee development, making it ideal for a customer-focused professional looking to grow their career in the manufacturing sector.
