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
Sales Support & Customer Care Specialist – 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, and upholding service level agreements (SLAs) and key performance indicators (KPIs).
* Serve as the first point of contact for customer inquiries, optimize sales via upselling where appropriate, and manage orders, complaints received via phone, email, and online platforms.
* Onboard new customers into business systems and applications, ensuring accurate customer accounts, records, and documentation.
* Build relationships with new and existing customers, ensuring that customer expectations are always adhered to whilst complying with company procedures and guidelines.
* Maintain regular contact with the agreed customer base, at least monthly.
* Execute order processing from quote to cash within business platforms including CRM, ERP, and external/internal EDI portals.
* Deliver performance in line with standard operating procedures and defined SLA targets.
* Monitor and manage order status, proactively communicating any delays or issues to customers.
* Maintain accuracy of the order book and, when necessary, raise issues to managers.
* Collaborate with production, logistics, and sales teams to ensure customer requirements are met.
* Resolve customer complaints and issues promptly, escalating when necessary.
* Commit to providing world‑class service, achieving high scores in customer performance measures, and following up on feedback.
* Track and report on KPIs such as order accuracy, response time, customer satisfaction scores, and complaint resolution rates.
* Support continuous improvement initiatives to enhance customer service processes.
* Ensure 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.
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