CUSTOMER SERVICE REPRESENTATIVE

About the role

The Customer Service Representative plays a crucial role in providing superior service to customers, handling inquiries and complaints, and coordinating with various internal departments to ensure timely and accurate order processing and customer satisfaction.

Responsibilities

• Respond to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring order status.
• Resolve billing adjustments and escalate complex issues to managers or other internal departments.
• Communicate significant information about customer accounts/orders to relevant internal departments, including informing Sales Representatives of account activity.
• Coordinate customer requests for product specifications, availability, shipping, quotations, and estimates, samples, and address order changes and complaints.
• Maintain organized customer files and manage on-hand inventory levels, reconciling to customer orders, forecasts, and just-in-time schedules.
• Investigate and resolve customer complaints, including billing issues, and escalate to managers or appropriate internal departments when necessary.

Requirements

• Educational requirement: High school diploma or equivalent.
• Work experience: At least two (2) years in a customer service role, with experience handling customer orders on an order entry system and maintaining/building strong positive customer business relationships.
• Technical skills: Strong working knowledge of computer systems, including Microsoft Word, Excel, and Outlook.

Preferred Requirements

• Associates degree or college business coursework.
• Experience using automated order entry systems.
• Previous experience in the manufacturing sector, specifically in containerboard and corrugated packaging industries.
• Knowledge of the importance of open communication and information sharing among co-workers.
• Ability to work in a fast-paced, deadline-oriented environment and handle multiple requests simultaneously.

Skills & Abilities

• Strong attention to meeting and exceeding customer expectations.
• Effective networking and building relationships with individuals of various experience and corporate positions.
• Strong active listening and evaluation skills.
• Strong analytical skills with the ability to handle detail-oriented tasks and review multiple documents and reports.
• Able to work in a team environment or understand its importance.
• Able to work flexible hours or overtime as needed.

Pay

Starting salary range for the position: $58,000 - $67,000.

Benefits

• Paid vacation: Three (3) weeks per calendar year.
• Paid holidays.
• Enrollment in certain benefit coverages (medical, dental, vision) and automatic enrollment in life, AD&D, and disability coverages within the first 30 days of employment.
• Automatic enrollment in the 401k plan with both pre-tax and Roth contribution options and employer provided matching contributions.

Disclaimer

The Compensation and Benefits information in this posting represents PCA's good faith and reasonable estimate of what it may pay for this position. The Company reserves the right to modify this information at any time, subject to applicable law. PCA is an Equal Opportunity Employer.