Customer Service Rep

Imagine: A Career with Purpose and Possibility Picture this: You are part of a global team of problem-solvers whose innovations in materials science can make life better. Every day, you help turn ideas into impact using science, technology, and creativity to tackle real-world challenges. You are part of a company whose work helps improve patient outcomes in healthcare and protects essential consumer goods that people around the world rely on every day. At TekniPlex, you’ll join more than 8,000 colleagues across 12 countries, all united by one purpose: creating safer, smarter solutions that touch daily life. Through our two divisions, TekniPlex Healthcare and TekniPlex Consumer Products, you’ll help shape industries that matter: healthcare, pharmaceutical, food & beverage, beauty, and personal care. Here, your ideas count and your work matters. You’ll be encouraged to think boldly, collaborate across cultures, and keep growing every step of the way. You will help protect the integrity of essential products, support patient safety and comfort, and contribute to innovations that make everyday life better, all while building a career that makes an impact. Because at TekniPlex, you don’t just deliver products – you help shape what’s next. We work in a collaborative and consultative way with our customers to develop the ideal material solution to optimize mechanical properties and chemical composition to achieve the desired product performance. We are currently hiring for teammates in our Clayton, NC facility. Since 1976, TekniPlex Healthcare, located in Clayton, NC, has been producing medical tubing for a wide range of medical device applications including IV therapy, respiratory, dialysis, anesthesia, diagnostic and surgical equipment. We are actively recruiting for individuals who have a passion for producing a quality product that saves thousands of lives every day. Summary/Purpose Serves as the primary point of contact for customers and is responsible for ensuring a high level of customer satisfaction. Provides exceptional customer service by addressing customer inquiries, resolving concerns, and ensuring a positive overall experience. Advocates for customer needs within the organization and collaborates with internal teams to maintain service quality and efficiency. Builds and maintains strong customer relationships while identifying opportunities to support customer retention, repeat business, and new business development. Essential Duties And Responsibilities Responsible for all customer communication, conflict resolution and compliance pertaining to customer deliverables. Ensures that customer opportunities are dealt with in an efficient manner, informing the department manager of any problems that may arise. Works closely with the team in order to maintain a continuous knowledge of product status in order to identify potential opportunities within or related to the product. Provides regular two-way communication between the customer and team, to provide a strong team representation and set proper customer expectations. Initiate, monitor and /or process customer complaints, forward samples to Quality and manage communication of return authorizations or disposition. Create and distribute credit notes as needed. Inform manager of any significant changes or issues with a customer account or specific order. Prepare reports / charts and analyze top customer accounts and SKU’s on a monthly basis. Understanding of company capabilities and service, and effectively communicates all offerings to the customer. Develop and maintain accurate customer information. Maintain accurate customer files and related documents so a complete order history is accessible at all times. Process orders in accordance with established ISO procedures and track customer orders through shipment, including follow-up with the customer as required, ensuring 100% on time delivery. Communicate with customers regarding orders, pricing, lead times, transportation, etc. Review inventory, forecasting and production schedules and customer pricing. Maintain effective communication between sales, manufacturing, shipping, QA and production to effectively respond to customer inquiries. Provide customers with required shipping documentation Provide various other customer service duties as requested. Other duties as assigned. Qualifications Associate’s degree in Business Administration, Customer Service, or a related field preferred. 5 years of customer service experience, preferably within a manufacturing environment. Strong understanding of manufacturing processes, production schedules, order management, and shipping procedures. Exceptional customer service and relationship-building skills with the ability to work effectively with customers, sales teams, production, purchasing, shipping, and management. Excellent verbal and written communication skills with the ability to communicate professionally with customers and internal teams. Strong attention to detail and accuracy when processing orders, quotes, customer requests, and documentation. Ability to manage multiple priorities, deadlines, and customer needs in a fast-paced environment. Strong problem-solving, reasoning, and decision-making skills, with the ability to resolve customer issues efficiently. Proficiency in Microsoft Office, particularly Excel, with the ability to maintain and analyze customer and order information. Experience with ERP, CRM, or order management systems preferred. Ability to monitor order status, communicate production or delivery updates, and proactively address potential delays. Strong organizational and follow-up skills with minimal supervision. Ability to remain professional, calm, and solutions-focused when handling difficult or time-sensitive customer situations. Demonstrated ability to build strong customer relationships and identify opportunities for repeat and new business. Team-oriented mindset with the ability to advocate for customer needs while balancing company policies, production capabilities, and business objectives. Language Skills Ability to read, analyze and interpret common financial reports. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management. Mathematical Skills Ability to compute rate, ratio and percentages and to interpret bar graphs. Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations. Physical Demands While performing the duties of this job, the employee is frequently required to sit, use hand and finger movements, talk and hear. The employee is occasionally required to stand and walk. The employee must be able to lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds. Work Environment Fast paced office environment with customer deadline pressures evident. Limited exposure to adverse working conditions. The essential duties, physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. If possible, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions where it may not cause undue hardship or safety risks to the company and / or the employee. Equal Opportunity Company Tekniplex is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.