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.
Compensation & Benefit Information
Salary Pay Range: $60,000 to $80,000, annually dependent on experience*
*pay range may be adjusted depending on cost of living
Bonus/Incentive Pay
Annual performance bonus opportunity based on Company and specific business unit ROI and PBOP achievement criteria and individual job responsibility and performance
Benefits currently offered to our employees
- Medical insurance
- Health savings account with company contribution
- Dental insurance
- Vision insurance
- Basic and voluntary life insurance
- Disability insurance
- 401(k) plan with company match
- Paid vacation and holidays
- Stock purchase program with employee discount
- Educational reimbursement
- Wellness programs and challenges
- Other supplemental benefits
The Company is an Equal Opportunity Employer.
