Account Liaison / Customer Service

Position: Account Liaison - Customer Service Representative

About Us

Packaging Services Industries, Inc., began production in 1976 and represents a family of privately owned businesses located in Maryland (MD) and Pennsylvania (PA). We’re a leading innovator in corrugated packaging solutions, dedicated to helping businesses protect, present, and deliver their products with excellence. Our mission is simple yet powerful: create packaging that not only meets functional needs but also supports sustainability, efficiency, and brand impact. Every box we produce is a testament to our commitment to quality, precision, and customer satisfaction.

The Impact You'll Make
As an Account Liaison / Customer Service Representative, you’ll be the heartbeat of our customer relationships. You’ll ensure every order runs smoothly—from initial inquiry to final delivery—while acting as the trusted bridge between our clients, production teams, and sales staff. Your attention to detail and proactive communication will directly influence customer loyalty, repeat business, and our reputation for reliability in the corrugated industry.

Our ideal candidate will have experience in Customer Service and/or Sales Support in a manufacturing environment.  We are looking for a self-motivated and positive professional who wants to work hard, develop a strong commitment to solving customers' packaging needs, and grow with our company.  

What You'll Do

• Serve as the primary point of contact for assigned accounts, building strong, trust-based relationships. 
• Process and manage customer orders from initial inquiry through production and delivery, ensuring accuracy in specifications, pricing, and timelines.
• Collaborate closely with production, design, and logistics teams to ensure orders meet quality standards and ship on time.
• Monitor order progress, proactively communicate updates, and resolve any issues before they impact delivery.
• Enter and maintain accurate data and records in our order management system, ensuring data integrity orders, quotes, and inventory.
• Utilizing order management system to: create and update manufacturing specifications tailored to customer requirements, entering customer orders, monitoring inventory levels and running reports for internal and external customers.
• Support sales team initiatives by identifying upsell opportunities, sharing customer feedback and expanding customer accounts.

What You'll Bring

• 2+ years of customer service experience, ideally in manufacturing, packaging, or a related B2B environment.
• Knowledge of corrugated packaging products, materials, and manufacturing processes (preferred but not required).
• Strong organizational skills and multi-tasking skills with the ability to manage multiple orders and deadlines simultaneously while prioritizing time, responsibilities and workload in a fast paced environment.
• Exceptional written and verbal communication skills - with a knack for building rapport. In time, these communication skills will enable you to clearly explain corrugated product specifications, lead times, and order details to both technical and non-technical audiences—ensuring customers feel informed, valued, and confident in every interaction.
• Proficiency in ERP/order management systems, Microsoft Office Suite and digital phone systems.
• Experienced with system driven inventory management including experience with maintaining inventory levels and rotating aged stock.
• Strong math skills including ability to read technical drawings applying measurement and spacial understanding. Includes the proficiency in accurately reading and interpreting measurements using a tape measure to 1/16th of an inch.  
• Problem-solving skills and a proactive approach to anticipating customer needs.
• Basic understanding of logistics processes, including the movement, tracking, and transfer of products between locations.
• Strong ability to work independently and as part of a team.
• Previous experience providing remote support to multiple locations is helpful but not required. 

Benefits and Compensation

PSI offers an excellent benefits package to full time employees, including:

• Choice of two medical plans (single and family), dental, vision, company paid life insurance, voluntary short-term disability, voluntary long-term disability, voluntary supplemental life insurance, critical illness coverage, voluntary accident insurance. Benefits eligibility is the first of the month after 60 days of employment.
• 401K plan with employer match is available
• Paid holidays
• PTO (combination of vacation, sick and personal) granted after 90 days of employment
• FMLA: Your Employee Rights Under the Family and Medical Leave Act
• Starting pay range is $ 21.50.00/hr to $25.00/hr with possibility of overtime dependent upon business needs.

If you’re ready to bring your expertise and enthusiasm to a team that values precision, customer care, and innovation, we’d love to hear from you.