Sales Support & Customer Care Specialist-12 Month FTC in Tamworth

Who We Are

On July 1, 2025, IPL Plastics merged with Schoeller Allibert to form IPL Schoeller. The company’s operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants). The company is headquartered in Dublin, Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end‑market segments including returnable transit packaging, consumer and industrial packaging, environmental containers and agricultural packaging. The company employs approximately 4,100 employees across North America (1,600 employees) and Europe (2,500 employees).

The Role

As the primary point of contact for customers and the sales team, you will ensure their needs are met with efficiency, professionalism, and care. The role involves direct interaction with external and internal customers to deliver a world‑class end‑to‑end service. Your responsibilities include:

• Managing administrative tasks in support of sales execution.
• Processing and managing orders from quote to cash.
• Resolving queries and delays.
• Maintaining strong relationships with customers.
• Upholding service level agreements (SLAs) and key performance indicators (KPIs).
• Serving as the first point of contact for customer inquiries.
• Optimising sales via upselling where appropriate.
• Managing orders and complaints received via phone, email, and online platforms.
• Onboarding new customers into business systems and applications.
• Building relationships with new and existing customers.
• Maintaining regular contact with the agreed customer base, at least monthly.
• Executing order processing from quote to cash within business platforms including CRM, ERP, and external/internal EDI portals.
• Delivering performance in line with standard operating procedures and defined SLA targets.
• Monitoring and managing order status, proactively communicating any delays or issues to customers.
• Maintaining accuracy of the order book and raising issues to managers when necessary.
• Collaborating with production, logistics, and sales teams to ensure customer requirements are met.
• Resolving customer complaints and issues promptly, escalating when necessary.
• Committing to providing world‑class service and achieving high scores in customer performance measures.
• Tracking and reporting on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
• Supporting continuous improvement initiatives to enhance customer service processes.
• Ensuring compliance with company policies, industry regulations, and quality standards.

Qualifications & Experience

• Minimum of a high school diploma; a diploma or associate degree (HND) in Business, Supply Chain, or a related field is advantageous.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g., SAP, Oracle, or similar).
• Excellent organizational and time‑management skills.
• Ability to work independently and as part of a team.
• Strong problem‑solving skills and attention to detail.
• 2+ years of customer service experience, preferably in a manufacturing or packaging environment.
• Experience working with SLAs and KPIs in a customer‑facing role.
• Familiarity with the plastics packaging industry or similar sectors is an advantage.
• Demonstrated ability to manage multiple tasks and priorities under pressure.
• Language skills are an advantage.