Customer Service Representative

General Summary

The Customer Service Representative (CSR) plays a critical role in supporting custom corrugated packaging operations by managing customer relationships, coordinating order specifications, and ensuring accurate system setup in Amtech. This role requires a deep understanding of custom box workflows, tooling, and production routing, and works closely with sales, design, and production teams to deliver high-quality, timely solutions.

Principal Duties and Responsibilities

Custom Corrugate Order Management

• Receive and process purchase orders for custom corrugated items, ensuring all specs are built accurately in Amtech
• Collaborate with sales to gather CAD drawings, print cards, and customer approvals for spec creation.
• Maintain spec integrity by verifying against CAD and print cards before booking

Amtech System Expertise

• REQUIRED - applicants without Amtech experience will not be considered for this role
• Build and manage specs in Amtech, including tooling numbers, save given pricing, and production routing
• Use Amtech’s formal quote system to generate customer quotes, incorporating freight and tooling costs

Tooling & Production Coordination

• Coordinate with vendors for cutting dies and print plates, ensuring timely PO creation and delivery
• Work with production managers to obtain pallet stacking patterns, machine routing, and lead edge details for spec accuracy creation

Process Improvement & Documentation

• Maintain working spreadsheets to track PO numbers, customer setup, spec needs, and tooling orders

Customer Interaction & Support

• Act as the point of contact for high-level customer issues and escalations
• Provide proactive updates and ensure customer expectations are met throughout the order lifecycle

Job Specifications

Knowledge

• 4+ years of experience in customer service within custom corrugated packaging.
• Proficiency in Amtech, CAD, and Microsoft Office Suite.

Skills and Abilities

• Strong understanding of custom corrugate workflows, including tooling, routing, and spec creation.
• Ability to interpret CAD drawings and translate them into accurate Amtech specs.
• Excellent communication and organizational skills.
• Understanding in business math, including costing and freight calculations.

Conduct

• Works independently and collaboratively across departments.
• Highly motivated, detail-oriented, and solution-driven.
• Professional demeanor with a focus on customer satisfaction.