Customer Service Representative

Position Summary

The Customer Service Representative (CSR) plays a critical role in ensuring a smooth and accurate flow of information and service between Maco Bag Corporation and its customers. This role is responsible for processing customer orders, preparing documentation, responding to customer inquiries, and supporting various administrative and accounts receivable functions. The CSR works cross-functionally with Sales, Shipping, and Production teams to maintain a high level of service accuracy and satisfaction.

Supervises

This position does not have any supervisory responsibilities.

Essential Functions

Customer Order Management:

• Accurately enter customer orders into the ERP system and monitor through to completion.
• Communicate order status updates, shipping schedules, and any delays or changes to customers in a timely manner.
• Coordinate with shipping to send necessary paperwork, including packing slips, labels, and Certificates of Conformance (COCs).
• Track and respond to online quote requests and assist with price inquiries and customer contract information.
• Monitor daily shipping schedules and follow up on outstanding orders.
  
  

Quotation And Documentation Support

• Assist in preparing customer quotes for review and submission by the Customer Service Manager or Sales team.
• Complete and submit new product forms, redline changes, and label change documentation as needed.
• Support administrative requirements for specific accounts, such as maintaining storage item logs and reports.
  
  

Accounts Receivable Assistance

• Support the AR department by entering and tracking invoices, submitting documentation online, and reviewing delinquent reports.
• Assist accounting with credit card payments and assist with credit, debit, and return transactions.
• Assist accounting with initial credit checks for new customers and tax exemption documentation.
• Follow up with customers regarding past due invoices under the direction of the AR Manager.
  
  

Export And Compliance Coordination

• Prepare commercial invoices and Shipper’s Letter of Instruction (SLI) forms for export shipments.
• Respond to customer requests for USMCA, ROHS, and quality compliance documents.
• Maintain customer-specific documentation and forms related to shipping, certifications, and storage.
  
  

Reporting And Data Maintenance

• Track and record monthly sales and commissions as assigned.
• Manage address changes and customer master data in the system.
• Maintain records of customer feedback, freight claims, and quality reports; assist with annual customer surveys.
• Send customized reports to customers as needed (e.g., storage item balances, usage logs).
• Keep freight spreadsheet up to date.
  
  

Administrative And Support Functions

• Assist in answering incoming calls and providing general support to the front office.
• Maintain records of emailed invoices and ensure accuracy of recipient lists.
• Support internal communication and document tracking related to purchasing, order status, and product availability.
• Provide back-up coverage for peers during absences, including support for purchasing, AP calls, and quote processing
  
  

Education & Experience

• High school diploma or GED required; associate or bachelor’s degree preferred.
• Minimum of 5 years of experience in customer service or administrative support, preferably in a manufacturing or packaging environment.
• Experience with export documentation and AR processes is a plus.
  
  

Physical Work Requirements

• Work is performed in an office environment.
• Prolonged periods of sitting and working on a computer.
• Occasional light lifting (up to 20 lbs) may be required.
• May need to walk through the manufacturing floor on occasion.
  
  

Equal Opportunity Employer

Maco Bag is an equal opportunity employer and a strong advocate of workforce diversity, including minorities, females, individuals with disabilities, veterans, and members of the LGBTQ community. Reasonable accommodations are available for qualified individuals with disabilities.Maco Bag is committed to providing an inclusive workplace that embraces diversity and ensures equal employment opportunities for all individuals.