Customer Service Representative I

Customer Service Representative 1 Reports to:

Customer Service Manager Date Created:

6/17/2026 Pay range: $20.00 - $25.00 depending on exp Department - Customer Service Position Summary Econo-Pak Customer Service Representatives should be friendly, professional, and customer-focused. As a key member of our customer service team, you will be the first point of contact for customers, providing exceptional service through various communication channels. You will manage customer inquiries, assist with production planning, and manage communication for deliverables from the Econo-Pak team members in a timely manner. Service-related issues and ensure a positive customer experience.

Key Responsibilities:

Customer Service Representative The essential functions include, but are not limited to the following:

Customer Assistance:

Respond to inbound customer inquiries via phone, email, and chat promptly and professionally.

Account Management:

Assist customers with account-related questions and guide internal departments with clear instructions and communication.

Product Knowledge:

Maintain an in-depth understanding of the company's products/services to provide accurate information and guidance to customers.

Issue Resolution:

Provide solutions for customers, inquiries, and issues, ensuring a positive customer experience. Any issues that impact our customer's excellent service level need to be investigated and documented with a root cause analysis.

Order Management:

Process and manage customer orders, ensuring accuracy and customer satisfaction. Update our management systems with the most current information. It also may include updating our client's portal system.

Production Materials:

Confirm that all bills of material (BOM) and pricing are accurately updated in our systems. All materials need to be at our facility before being added to the production schedule. Any delays or discrepancies should be communicated to the key stakeholders and updated on planning documents.

Documentation:

Customer interactions, feedback, planning, product SOP, Work Instructions, and data spec sheets should all be reviewed by customer service. Manage these details in our customer relationship management (CRM) system for internal use. Additionally, send a follow-up email to the client outlining notes and deliverables for stakeholders from the call. Follow up on all deliverables until they are completed.

Team Collaboration:

Work closely with team members and other departments to address customer needs, provide feedback, and improve overall customer satisfaction.

New Production Startup:

Frequently check in on the production line when a new SKU is running. Send follow-ups to key stakeholders regarding any concerns and feedback. Must be there at start-up to ensure work instructions are followed and to answer any questions the line personnel may have to avoid any issues or concerns.

Production:

Check in on the production line for clients you are assigned. Spot-check work instructions, headcount and line speed, and any other callouts that pertain to your production line. Make sure that shifts are performing to the expectation that is set in the attainment schedule.

Attainment Schedule:

responsible for filling in all details and providing clear instructions to the attainment schedule. Make sure the production scheduler has all the required information by 10 am each day. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. Required Training

• Allergen Management
• Food Defense
• Food Hazards
• Food Safety & Sanitation
• Food Safety & Regulations
• GMP
• HACCP
• Hazard Communications
• MSDS
• Sanitation
• Internal Auditing Additional Recommended Training 1.

Product Recall 2.

Business Continuity Pay:

$20.00 - $25.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person