Customer Service Representative

About the role

Nefab Group is on a growth journey, and we are dependent on high-performance people to succeed. Our customer service organization is vital for us to deliver professional, timely, and accurate solutions to our customers. We are now looking for a Customer Service Representative to join our team in Nefab in Newark, CA.

As a Customer Service Representative, you will be responsible for providing professional, timely, and accurate support to customers by managing orders, coordinating internal communication, and ensuring customer satisfaction. You will contribute to Nefab’s commitment to quality, efficiency, and sustainable packaging solutions. You will be part of the Customer Service organization supporting Sales, Production, Supply Chain, Logistics, and Finance functions. In this role, you will work cross-functionally to coordinate orders, ensure on-time delivery, communicate updates, and resolve issues while maintaining strong internal and external relationships.

This is an on-site position located in Newark, CA, and you will report to the Customer Service Manager.

Responsibilities

• Act as the primary customer contact for order status, deliveries, pricing, and general inquiries.
• Accurately enter, manage, and track customer orders in ERP and related systems.
• Coordinate with Sales, Production, Supply Chain, and Logistics to ensure on-time and complete order fulfillment.
• Proactively communicate order confirmations, shipment updates, delays, or changes.
• Resolve customer issues, discrepancies, and complaints promptly and professionally.
• Prepare quotes, order acknowledgements, credits, returns, and supporting documentation.
• Maintain accurate customer records, pricing data, and contractual information.
• Support billing and account inquiries in coordination with Finance.
• Ensure compliance with company policies, quality standards, and internal procedures.
• Identify opportunities to improve customer service processes and efficiency.
• Perform additional duties as assigned to support business needs.

Your profile

Education

• High school diploma or equivalent required.
• Associate’s degree or coursework in business, supply chain, or a related field preferred.

Experience

• Minimum of 1–3 years of experience in customer service, order management, or a related role.
• Experience in manufacturing, packaging, or logistics environments preferred.
• Experience working with ERP systems and MS Office applications.

Languages

• English required (verbal and written).
• Spanish proficiency preferred.

Skills and Competences

• Strong customer focus and communication skills.
• Problem-solving and decision-making abilities.
• Attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize effectively.
• Team-oriented with the ability to work cross-functionally.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Basic understanding of order processing, logistics, and supply chain concepts.

Health, Safety, and Environmental Obligations

Health and Safety

• Comply with all Nefab health and safety policies and procedures.
• Report unsafe conditions, incidents, or near misses immediately.
• Participate in required safety training and promote a safe working environment.

Environment Support

• Follow environmental procedures related to waste management and resource efficiency.
• Promote environmentally responsible behavior in daily work activities.

Pay

Salary: $71,000 – $80,000 dependent upon experience.