Sr. eCom Customer Service Rep.

About Mondi 

At Mondi, we offer packaging and paper solutions designed to support a circular economy. We've grown from a single paper mill to a global leader in sustainable packaging and paper, with our 24,000 employees working across 100+ production sites in more than 30 countries 

We combine strong industrial heritage with continuous drive to innovate and create products that help our customers make more sustainable choices every day.   

About the Role 

As a Senior eCommerce Customer Service Representative, you will be a key partner in delivering exceptional customer experiences and operational excellence. This role manages customer accounts throughout the order fulfillment lifecycle, serving as the primary liaison between customers, sales, production, supply chain, graphics, and logistics teams. In addition to customer account ownership, you will act as a subject matter expert, support team development, and provide backup support to the Services Manager when needed. 

Your Mission 

• Serve as the primary point of contact for assigned customer accounts and ensure a best-in-class customer experience 

• Manage customer orders from receipt through fulfillment, invoicing, and delivery 

• Coordinate with production, supply chain, logistics, graphics, and sales teams to ensure order accuracy and on-time delivery 

• Proactively communicate order status, inventory levels, schedule changes, and potential service risks 

• Support artwork coordination, inventory management, and reporting activities 

• Research and resolve complex customer inquiries and escalations 

• Drive operational excellence through process improvement and cross-functional collaboration 

• Act as a mentor and resource for Customer Service Representatives, supporting training and onboarding activities 

• Provide backup support to the Services Manager during absences and high-demand periods 

Your Profile 

• High School Diploma or equivalent required; Bachelor’s degree preferred 

• 3–5+ years of customer service experience within a manufacturing environment 

• Experience working with ERP systems; SAP experience preferred 

• Strong proficiency in Microsoft Excel, Word, and Outlook 

• Excellent organizational, analytical, and problem-solving skills 

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment 

• Strong communication and relationship-building skills 

• Demonstrated ability to collaborate effectively across functions and resolve complex issues 

Our Offer 

• An opportunity to work for a global leader in sustainable packaging and paper solutions 

• A collaborative and supportive team environment focused on continuous improvement 

• Professional development and growth opportunities within an international organization 

• The chance to make a direct impact on customer satisfaction and operational performance