Customer Service Representative

Chicago, IL
United States

Novolex™ employs over 7,000 people across the globe. From our iconic corporate headquarters in South Carolina… to our 46 world-class manufacturing sites… to our new state of the art professional center near Charlotte… we strive to be the employer of choice in the global packaging industry. Novolex™ Careers include manufacturing, engineering, procurement, supply chain, finance, HR, product development, sales, marketing and an ever-expanding array of others to support our continuing rapid growth. Our team is rich in diversity and our culture encourages continuous personal growth and teamwork in all we do.

Job Title:

Customer Service Representative

Position Summary:

The Customer Service Representative manages assigned customer accounts, from entry to delivery, to ensure customers’ expectations are achieved. Effectively develops relationships with customers, as well as Sales and Manufacturing personnel, through excellent service and regular communication.

Essential Functions & Key Responsibilities:

Efficiently and accurately executes the order management process, from entry to delivery, for assigned accounts to ensure the customer’s expectations are met.
Acts as primary contact in understanding and responding to customer needs. Responds to customer inquiries expeditiously, offering alternatives and striving towards first-call resolution.
Proactively anticipates problems, and effectively resolves them before they become major issues.
Supports inventory management by monitoring and reporting inventory status and initiating recommendations and actions to adjust or replenish inventory levels to ensure working capital targets are achieved.
Understands all steps of the order fulfillment process utilizing network computer systems, word processing and spreadsheet applications.
Develops relationships with Sales and Marketing Professionals to assure accurate order pricing and product on all customer orders. Provides timely, complete and direct information to communicate within the organization and the customer base.
Prepares clear, concise reports, documentation and routine customer correspondence.

Candidate Requirements:

High school diploma required. Associate’s or Bachelor’s Degree in Business preferred.
Foreign language skills a plus.
Prior successful industry customer service experience and/or a proven track record of accomplishments in working in an environment servicing internal and external customers.
Ability to work independently with minimal supervision and manage multiple priorities.
Strong written, verbal, and interpersonal communication skills.
Proficiency using personal computer, including MS Office software required. Familiarity with order management business software preferred.
Ability to communicate and follow-up with questions, comments or concerns in the manufacturing environment.

About the Company

Novolex™ is North America’s leader in packaging choice and sustainability.
The leadership of Novolex’s packaging brands sprouts from innovation, a diversity of products and markets, and a dedication to sustainability and quality.
The family of historic Novolex™ brands includes Bagcraft® Packaging, Hilex Poly®, Fortune Plastics®, Duro Bag®, De Luxe® Packaging, Burrows Paper, Novolex Custom Film & Bag™, International Converter®, General Packaging® Products, and Heritage Bag®.
Each of the Novolex™ brands brings a unique sustainability and product story in plastic, paper, foil, recycling, or composting applications. The Novolex™ brands are unified by four common values: Manufacturing Innovation and Quality; Service; Packaging Choice; and Sustainability.
Novolex™ is headquartered in Hartsville, SC and has 46 manufacturing facilities around the globe, including the worlds’ largest closed loop plastic bag recycling plant located in Indiana. The company has over 7,000 employees in the US, Canada, Mexico and Europe.
Novolex™ focuses on customers within the retail, grocery, convenience store, deli, food service, hospitality, institutional, processor and industrial markets. The Novolex™ product portfolio and our engineered solutions are designed to meet customer packaging application needs in the areas of food contact, customer experience, resale items, checkout systems, can liners and packaging operations.
The company rebranded under the name Novolex™ in November 2014. The change signifies a number of great companies coming together under a new name focused on delivering value to our customers, suppliers and employees through broader product categories and markets. Novolex’s family of packaging brands creates value and synergies by covering the full spectrum of retailer and institutional companies packaging requirements.
The Novolex™ name is based on the Latin “NOVO” for new and “LEX” a tip of the hat to Hilex Poly, the first brand to become part of the family. The blue and red of our logo represents the integration of both paper and plastic into our sustainability platform with red and blue being the legacy corporate colors of Hilex Poly® and Duro Bag® respectively.

Our Mission

Novolex’s™ mission is to continue a tradition of leadership established by our historic brands in the areas of packaging choice, customer service, manufacturing innovation, quality, and sustainability.

Our Vision Statement

To be a leading provider of packaging solutions that are environmentally friendly, create value for the customer and Novolex™, have excellent quality, and provide superior service.
We want to accomplish this with an entrepreneurial culture which drives operational excellence and proactively creates ecological solutions.

Our Environmental Mission
Novolex's sustainability goal is to establish a viable environmental program and product line that:

Reduces the impact of plastic and paper on the environment through recycling and increased recycled content
Sets a high standard of industry leadership and corporate citizenship
Creates meaningful benefits for the environment and the community
Facilitates environmental action by retailers and the community

For more information on Novolex™, visit our website at:

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions and responsibilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Pre-employment, as well as post-hire substance testing, is required for specified positions through Novolex. Must be legally authorized to work in the United States without Company sponsorship.

Novolex™ is committed to providing equal employment opportunity in all employment practices, including but not limited to, selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual, who because of his or her disability, needs an accommodation in connection with an aspect of the Company’s application process should contact Jamie Wells at 800-845-6051.

Novolex is an E-Verify Employer