Customer Service Lead

Company Description BERICAP is a leading international manufacturer of plastic and aluminum closures, operating 30 production plants and serving customers in over 100 countries. With three production facilities in the United States, Canada, and Mexico, BERICAP North America plays a crucial role in delivering innovative closure solutions to the food, beverage, and industrial sectors. The company is dedicated to sustainability, focusing on lightweight designs and the use of recycled and bio-based materials to reduce its environmental footprint. BERICAP ensures top-tier product quality and safety through centralized best manufacturing practices and ISO 9001 certification. 1.0 Position Purpose This position serves as a primary point of contact for customers, and is responsible for delivering a reliable, accurate, and proactive order‑to‑delivery experience. The position provides direct support to the Commercial team, and partners closely with Supply Chain and Operations to protect revenue, support growth and enhance customer satisfaction. 2.0 Responsibilities 2.1 Customer Relationship Management · Build and maintain trusted relationships with customers that reflect Bericap’s philosophy, integrity and overall core values · Serve as a primary point of contact for order placement, confirmations, shipment tracking, and service inquiries ensuring high attention to detail · Participate in customer calls and business reviews to support Sales and strengthen account engagement · Prepare and distribute customer communications, including pricing updates and service notifications · Troubleshoot issues, resolve customer complaints and escalate critical concerns to Customer Service Manager and Commercial Team, as needed - 2.2 Order Management / Data Entry - · Enter sales orders timely and accurately within 24 hours where possible - · Ensure all order details are correct – including pricing, items, quantities, freight terms, shipping instructions, packaging requirements, and delivery dates - · Issue and communicate order confirmations in a timely manner - · Monitor customer orders and proactively communicate changes, delays or risks - · Maintain and update customer master data as required - · Prepare shipping documentation for international orders and ensure compliance with required standards - · Retrieve orders, shipment details, and related documents from customer supply chain portals, when applicable 2.3 Intra-company Order Management -Traded · Manage end-to-end processing of intercompany (traded) transactions within Bericap operations, including purchase order entry, shipment coordination and accurate receipt of orders within Flowis, QAD and Freedom systems. · Proactive coordination with internal and external stakeholders providing effective communication · Take ownership of monitoring status, changes, or impacts to shipment · Prepare Traded Landed Cost and capture associated costs 2.4 Forecast Execution · Gather, validate and maintain accurate customer forecasts within the forecasting system to support Sales and Operations Planning. · Identify gaps between forecast and actual demand; root causes with customers and update forecast accordingly · Collaborate with customers to understand demand variability and improve forecasting accuracy · Review incoming forecasts for reasonableness and maintain a 12-month rolling forecast horizon · 2.5 Cross-Functional Coordination and Internal Support · Collaborate proactively with Sales, Planning, Quality, and Operations to resolve issues and ensure customer expectations are met · Support continuous improvement efforts related to customer service processes · Provide backup coverage across the Customer Service team to ensure continuity of service · Participate in and support ISO 9001 audit surveillance and certifications · Generate and distribute forecast, order, and sales reports as needed. 3.0 What This Role Delivers · Reliable, accurate execution of customer orders and forecasts · Clear communication that reduces customer disruptions and internal firefighting · Strong alignment between customer expectations and supply chain realities · Data accuracy that supports planning, reporting, and decision-making · A consistent, professional customer experience 4.0 Qualification Requirements · Business diploma/degree preferred, or equivalent experience supporting internal and external customers in a commercial or supply chain environment · Manage multiple tasks with strong ability to prioritize as needed to adapt to changing customer or operations needs · Demonstrated initiative and ownership mindset, with the ability to work independently while contributing to a collaborative team environment · Excellent written and verbal communication skills, with the ability to translate customer needs into clear internal actions · High attention to detail and accuracy in order management, forecasting, and documentation · Comfortable working in ERP and reporting systems · Strong critical thinking and problem-solving abilities · Professional presence participating in customer interactions 5.0 Key Relationships · External Customers – primary point of contact for order execution, service inquiries and forecast alignment · Plant Leadership & Operations – partner to ensure production, shipping and service commitments · Commercial Teams – support Sales with customer insights, forecast accuracy and account-level communication · Planning & Supply Chain – collaborate on demand planning, issue resolution, and proactive risk management · Quality & Technical Teams – coordinate on product or service issues to ensure timely and accurate customer communication 6.0 Reporting Structure · Position reports to the Customer Service Manager