Customer Service Representative

The Customer Service Representative (CSR) is responsible for delivering high-quality, consistent, and efficient service to customers through daily interaction with clients, sales representatives, production teams, and internal departments. This role supports the National Account Sales Team and requires a strong understanding of production processes to ensure accurate and timely communication. The CSR will manage customer orders, resolve issues, and provide technical support while maintaining detailed records. A commitment to customer satisfaction and the ability to thrive in a fast-paced environment are essential.

You will be expected to:

• Provide timely and accurate information about incoming customer order status and product knowledge requests.
• Process customer orders/changes and returns according to established department policies and procedures.
• Process customer returns according to established department policies and procedures.
• Work closely with accounts receivable department to resolve any disputed payment items.
• Provide timely feedback to the Company regarding service failures or customer concerns.
• Partner with Sales Representatives to meet and exceed each customer’s service expectations.
• Ability to prioritize a fluctuating work load.
• Willingness to work with clients and sales representatives through a variety of media: phone, email, memos, etc.

Perform other duties as assigned.

• High school diploma required; Associate or Bachelor’s degree preferred
• Minimum of one year in a customer service environment
• Strong customer orientation and commitment to service excellence
• Superior organizational and time management skills
• Excellent verbal and written communication skills
• Exceptional interpersonal skills and ability to interact across all levels of the company
• Self-starter with the ability to work independently
• High attention to detail and strong problem-solving skills
• Proficiency in Microsoft Office; previous data entry experience required
• Experience in a manufacturing environment preferred

Ability to manage multiple tasks in a fast-paced, team-based environment

In addition to a competitive wage, the selected candidate will enjoy a comprehensive benefit package including medical, dental, vision, prescription drug, wellness programs, STD, LTD, life insurance, company matching 401(k) and pension. Green Bay Packaging benefits may vary by position or division.

Started in 1933, Green Bay Packaging Inc. is a family-owned, vertically integrated company consisting of corrugated container plants, a folding carton facility, recycled and virgin containerboard mills, pressure-sensitive label roll stock plants, timberlands, a paper slitting operation, and a sawmill facility. Headquartered in Green Bay, WI, Green Bay Packaging Inc. employs over 5,000 team members and operates more than 40 facilities in 16 states. Green Bay Packaging is committed to innovative product development, sustainable forestry practices, and emphasizes safety, quality, and continuous improvement. For more information, visit gbp.com.