• Westfield, MA
  • Westfield, MA, USA
  • Hourly
  • Full Time

Med, Dental, Vision, Company Paid Life Insurance; 401K w/Company Match; Paid Vacation; Wellness Program; Various bonus programs

ProAmpac is a leading global flexible packaging company with comprehensive product offerings. Providing creative packaging solutions, industry-leading customer service and award-winning innovation to a diverse global marketplace. We are guided in our work by four core values that are the basis for our success: Integrity, Intensity, Innovation and Involvement.

We are actively seeking a Customer Service Representative to join our growing team!

The Customer Service Representative interacts with customers daily and is responsible for providing exceptional service with every interaction. This includes responding to customer inquiries, receiving and processing new orders, and monitoring status of open orders. In addition, the Customer Service Representative is responsible for resolving customer complaints/issues that surface in a responsive and timely manner.


  • Receives, processes, and tracks customer orders.
  • Responds promptly to customer needs. Communicates order/scheduling changes and keeps customers informed of order progress; providing timely and thorough follow-up.
  • Monitors status of all open orders; working closely with the planning department, coordinating schedule changes as needed.
  • Effectively communicates with manufacturing, purchasing, shipping/receiving, data control, graphics, and scheduling departments as needed to ensure timely delivery of customer requests.
  • Initiates new item requests; working closely with data control and graphics departments.
  • Reviews aged inventory and backlog reports daily to reduce aged inventory and maintain appropriate inventories for all finished good products.
  • Works closely with sales team; keeping them informed of customer issues (complaints, late orders, pricing changes, etc.).
  • Demonstrates professional attitude in all dealings with co-workers, customers, and suppliers.
  • Commitment, awareness, and involvement pertaining to ISO (policy, standards, procedures, etc.) and food safety practices (GMPs, procedures, etc.) are requirements of all employees.
  • Knows and follows all safety policies and procedures. Ensures that co-workers are also following safety rules.
  • All other duties and/or special projects as assigned.

Job Requirements and Qualifications:

  • Minimum of 3 years of experience in a customer service role preferably in a manufacturing or industrial environment.
  • Strong time management skills, attention to detail, and the ability to thrive in a fast-paced work environment.
  • Strong organizational skills with the aptitude to handle numerous details, deadlines, and requests.
  • Computer and technological savvy with the ability to learn new skills and technology quickly.
  • Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
  • Ability to work independently with minimal direction.
  • Ability to effectively communicate with all levels of the organization, including internal and external support, and customers.
  • Excellent problem-solving skills.
  • Strong active listening and evaluating skills.
  • Advanced written and verbal communication skills.
  • High school diploma or equivalent required, plus one to three years of related experience and/or training in a customer service role or equivalent combination of education and experience.
  • Experience in a manufacturing or industrial environment preferred.
  • Associates degree preferred.
  • Hours Monday through Friday 8am-5pm.

Other Duties

Always take ownership and be accountable for your actions. This job description is a tool for you to follow while at ProAmpac. Other job duties may be assigned to you, this outline is not to be considered a detailed description and you may have other duties/projects assigned to meet business needs.   Good and reliable attendance, positive attitude and at or above job specific metrics and/or goals will reflect on your annual review. Always take ownership of your job and team.

EEO Statement

ProAmpac provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other classification protected by state, federal, or local law.  Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.  Discrimination of any type will not be tolerated.

EEO - M/F/Vets/Disability

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