Sr. Customer Service Representatve

About the role

Nefab Packaging West is seeking a Sr. Customer Service Representative to join the team in Newark, CA. In this role you will manage customer relationships from order intake through delivery and ongoing account support, serving as the primary point of contact for assigned accounts, coordinating with internal teams, resolving service issues, monitoring account activity, and identifying opportunities to strengthen and grow customer relationships. You will report to the Customer Service Manager.

Responsibilities

• Serve as the primary day-to-day contact for an assigned portfolio of customer accounts.
• Develop strong working relationships with customers and gain an understanding of their business, products, packaging requirements, forecasts, and service expectations.
• Proactively communicate regarding orders, lead times, inventory, production schedules, delivery expectations, and potential service risks.
• Conduct regular customer follow-up to ensure satisfaction and identify upcoming requirements or changes in demand.
• Participate in customer meetings and account reviews as appropriate.
• Partner with Sales and Business Development to support customer retention, account growth, and new opportunities within existing accounts.
• Identify potential opportunities for additional products, services, or packaging solutions and coordinate with the appropriate commercial team member.
• Manage customer orders from receipt through fulfillment, ensuring accuracy, timely processing, and effective communication.
• Review purchase orders, pricing