Customer Service Representative

Req ID: 2204 Full-Time/Part-Time: Full-Time As a leader in consumer packaging, MM empowers customers with innovative, recyclable fibre-based solutions, advanced technologies and deep know-how. Its portfolio spans packaging, labels and leaflets, cartonboard, kraft papers and uncoated fine papers. With an integrated value chain and a presence in around 30 countries, MM supports customers’ brand and ESG goals – enabling people to live better lives on a better planet. Our heart beats for talents
- be one of them To strengthen our Customer Service Team in Guaynabo, Puerto Rico, we are seeking a detail-oriented and customer-focused Customer Service Representative. The successful candidate will serve as a key point of contact for customers, coordinating orders and ensuring timely and accurate communication throughout the order process. This role requires strong organizational and communication skills, attention to detail, and the ability to effectively collaborate with customers and internal teams to support customer satisfaction and the efficient production and delivery of high-quality folding cartons. Your Role
• You will manage customer orders from receipt of the purchase order through order confirmation, ensuring accuracy and timely communication of pricing, delivery dates, and other requirements.
• You will serve as a key point of contact for customers, providing professional support on order status, shipments, returns, products, and other customer inquiries.
• You will act as a liaison between customers and cross-functional teams, including Sales, Prepress, Structural Design, Manufacturing, Planning, Quality, and Finance, ensuring customer requirements and changes are communicated and managed timely.
• You will ensure the accuracy of customer pricing, purchase orders, price lists, customer information, and specifications within the ERP system.
• You will coordinate customer requirements related to artwork, proofs, specifications, structural drawings, samples, and color matching, working closely with Prepress and Structural Design teams.
• You will lead and coordinate customer meetings, including weekly customer meetings and New Business Review Meetings, while supporting customer visits, quality audits, and ongoing initiatives to strengthen customer satisfaction and improve processes.

Your Profile
• You have a university or college degree and at least 5 years of customer service experience in a manufacturing environment; experience in the pharmaceutical printing or folding carton industry is preferred.
• You are bilingual in English and Spanish, with strong written and verbal communication skills, and are comfortable working with customers and cross-functional teams at different organizational levels.
• You are customer-focused, organized, and able to manage multiple priorities in a fast-paced, team-oriented environment while maintaining a high level of quality and attention to detail.
• You have strong problem-solving and decision-making skills, with the ability to analyze information, resolve customer issues and conflicts, and independently follow through on assignments. Our Offer

We offer
you the opportunity to join MM Packaging Puerto Rico, a stable and growing international company and a leader in sustainable packaging solutions. As a Customer Service Representative, you will play a key role in supporting our customers and coordinating with internal teams to ensure a seamless order process and high level of customer satisfaction. You will have the opportunity to work in a collaborative and fast-paced manufacturing environment while developing your customer service and business skills. In addition,

we offer
competitive compensation, professional development opportunities, and a comprehensive benefits package, including:
• 15 Paid Vacation Days
• 10 Paid Holidays
• 401(k) Plan
• Health Insurance
• Dental Insurance
• Long-Term Disability Insurance
• Basic Life Insurance
• Employee Assistance Program (EAP) MM Packaging Cartons is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants and make employment decisions based on qualifications, experience, merit, and business needs. We strive to maintain a work environment free from discrimination, harassment, and retaliation. Interested? We look forward to receiving your CV. Your Talent Advisor: MM Packaging Puerto Rico Inc. Cristina Gerena-Rosario