KIK Custom Products

Senior Customer Service Representative

Job Location US-IN-Elkhart
Posted Date 3 weeks ago(3/2/2018 3:44 PM)
Job ID
# of Openings


Custom New Logo


KIK's Custom Manufacturing Division (“KCM”) is a leading contract manufacturer of HBA products in North America. Each year, approximately one billion units representing thousands of different consumer products leave our plants destined for North American households. For example, KCM fills approximately 25% of all home and personal care aerosol products in the United States.


This is a Divisional position, located at KIK Elkhart in Elkhart, IN. 


This Senior Customer Service Representative manages 6 or more accounts while also functioning as the SME and "go to" colleague in our customer service department.  For their designated accounts, this position functions on the tactical side of our business providing daily customer interface to ensure needs are met and expectations are exceeded. This position works closely with our external and internal customers and synchronizes efforts for customer projects, coordinates and monitors internal efforts, problem solves, and manages requests, keeping all parties posted of progress along the way. The CSR firmly yet tactfully facilitates the order management process from order input through delivery and is the internal liaison for the KIK Commercial team, Production, and Supply Chain leads for this group of customers.  Key to this role is high initiative and follow-through.

Essential Job Functions


  • Manages Orders for a set of customers or division of a customer
  • Aggregates customer required reports from multiple plants, ensures consistency of content and format to drive consistent customer experience.
  • Aggregates customer metrics from all appropriate sites and ensures they are presented in a consistent manner. Facilitates deployment instructions from the customer to the site shippers to ensure prompt shipment, reduced FG inventories.
  • Expedites plant input into any customer reports, ensure content consistency
  • Logs customer complaints into complaint management tool, follow up with investigation and resolution.
  • Participates in the decision process that create the need for special billings. Ensure that the cost capture and price impact are communicated to the customer and that prompt billing occurs.
  • Monitors deployment instructions from the customer to ensure prompt shipment, to reduce Finished Goods inventory. Trouble shoots barriers to shipments
  • Provides updated pricing to the customer (from the Pricing Department) at intervals compliant with our contractual obligation and ensure there are no payment issues
  • Collects from plant personnel the information required to complete customer dashboards, metrics etc Monitors deployment instructions from the customer to ensure prompt shipment, to reduce Finished Goods inventory. Troubleshoot barriers to shipments
  • First stop for Accounts Receivable issue resolution for price discrepancy for Short Payments, etc
  • Ensures that Special Billings generated from activity at the plant are billed to the customer consistent with quoted and or standards charges
  • Ensures that customer Purchase orders received are compliant for price agreement, quantity agreement and terms and conditions
  • Manages the SLOB inventory interface with the customer with escalation as appropriate for commercial issues





  • High School diploma plus vocational certification or equivalent experience
  • 2-3 years experience working in a manufacturing or commercial customer facing position.  Manufacturing Customer Service experience is highly preferred.
  • Must have experience functioning in a customer service team lead capacity


Thank you for your interest and consideration of a position with KIK Custom Products.


Thank you for your interest and consideration of a career with KIK!

KIK is an Equal Opportunity / Affirmative Action employer. 



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