The Customer Service Representative (CSR) serves as a primary point of contact for TPC Packaging Solutions customers and the field sales team, providing exceptional support throughout the entire order lifecycle. This position plays a critical role in building and maintaining strong customer relationships, supporting account growth, and serving as an advocate for the customer while balancing company objectives and operational requirements.

The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, communicates effectively, and is committed to delivering outstanding service while contributing to continuous improvement and customer satisfaction.

· Serve as the primary point of contact for customer inquiries, orders, pricing requests, and issue resolution through phone, email, and other communication channels.

· Process customer orders accurately from entry through delivery, while monitoring order status, inventory availability, and shipment schedules.

· Build and maintain strong customer relationships by providing timely communication, exceptional service, and proactive updates.

· Resolve customer concerns, product issues, shipping discrepancies, billing questions, and service-related inquiries by coordinating with internal teams and vendors as needed.

· Collaborate with Sales, Procurement, Operations, Warehouse, and Accounting teams to ensure customer requirements are met and orders are fulfilled efficiently.

· Support Account Managers and Business Development Managers with quotes, customer requests, account activities, and vendor-managed inventory programs.

· Maintain accurate customer records, item setup information, order documentation, and customer interactions within company ERP and CRM systems.

· Develop and maintain a working knowledge of TPC's products, services, and value-added solutions to effectively support customer needs.

· Identify opportunities to improve the customer experience and internal processes while serving as an advocate for the customer and supporting company objectives.

· Perform other related duties as assigned.

Requirements:

· 2+ years of customer service, inside sales, account management, or related experience.

· Experience in the packaging, distribution, manufacturing, or industrial industry is a plus.

· Strong verbal and written communication skills.

· Excellent organizational skills with the ability to manage multiple priorities.

· Proficient computer skills, including Microsoft Office and the ability to learn new software systems.

· Experience with ERP and CRM platforms preferred.

· Strong attention to detail and commitment to accuracy.

· Ability to work independently while collaborating effectively across departments.

· Positive attitude with a customer-first mindset.

· High school diploma or equivalent required.

· Customer service experience required.