Senior Customer Service Representative
Location: Papillion, NE, United States
Business Unit: Liberty Packaging
Remote Type: No Remote
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Description
POSITION SUMMARY
As a Sr. Customer Service Representative with Liberty Packaging - Omaha, you will play an active role in fostering key client relationships and delivering exceptional service and support. This role is responsible for owning large accounts across multiple Liberty Packaging sites, coordinating across multiple departments to manage orders, oversee production delivery, track shipping schedules, and proactively communicating with customers. Daily responsibilities include generating status reports for our major clients and conducting weekly status meetings to ensure alignment and client satisfaction.
This full-time position reports directly to the Customer Service Manager and is located at Liberty Packaging’s manufacturing plant in Omaha, Nebraska.
DUTIES AND RESPONSIBILITIES
- Manage relationships with our largest accounts, acting as the primary point of contact for customers for reporting, order management, order processing, inventory management, issue resolution, price management, and product information.
- Coordinate with various departments to monitor order status, production timelines, and shipping schedules and collaborate to ensure customer needs and deadlines are met.
- Prepare and deliver daily status reports to clients, ensuring transparent and proactive approach and communication.
- Organize and lead weekly status meetings with key clients to review progress, gather and address concerns, and foster efficient collaboration to deliver customer needs.
- Serve as the point of contact for escalation of Omaha Customer Service issues to the Customer Service Manager when appropriate.
- Audit processes and collect data on key performance indicators for purposes of driving continuous improvement.
- Receive and process customer orders accurately and efficiently, ensuring order details, specifications, and pricing are correctly entered.
- Track and monitor order progress from entry to shipment, responding to customer inquiries and resolving issues throughout the process.
- Manage customer inventory levels based on usage and forecasting.
- Maintain accurate and up-to-date records of customer orders, communications, and related documentation.
- Collaborate closely with sales, production, logistics, and finance teams to ensure alignment and timely order fulfillment.
- Maintain proper workload balance between members of the Omaha Customer Service team and make recommendations for changes when appropriate.
- Other duties, as assigned.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS
- HS Diploma or GED equivalent from an accredited institution
- 3+ years’ experience in customer service, order management, or a similar role within a fast-paced industry
- Proficiency in Microsoft Office programs including Outlook and Excel
PREFERRED EDUCATION, EXPERIENCE AND SKILLS
- Associate or bachelor’s degree
- Experience manufacturing, ideally in the packaging or corrugated industry
- Excellent communication skills, both verbal and written
- Critical thinking and problem-solving skills
- Intermediate computer skills
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Regular sitting, standing, and walking throughout the day to accomplish tasks
- Manual and finger dexterity used regularly with some repetitive finger motions
- Ability to work in front of a computer screen for long periods of time
- Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception and able to adjust focus
- Hearing and speaking
- Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.
about our company:
Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across our manufacturing facilities, production facilities and core business operations in Minnesota, Iowa, Nebraska, Illinois, Georgia, Mississippi, Texas, Arizona, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics and building products.
Since 1918, our values – Caring, Innovation, Trust and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior solutions and service for our customers. The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics (Custom Solutions and Quarrix Building Products) and Safco.
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Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.
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