CUSTOMER SERVICE REPRESENTATIVE

About the role

The Customer Service Representative plays a crucial role in ensuring customer satisfaction and order accuracy. They are responsible for handling a wide range of customer inquiries and requests, from product availability and pricing to billing adjustments and complaint resolution.

Responsibilities

• Receive, process, and track assigned orders through to scheduling
• Consult with various internal departments to ensure order completeness, on-time delivery, and accurate invoicing
• Communicate significant information regarding customer accounts/orders to appropriate internal departments, including informing Sales Representatives of pertinent activity
• Cook up customer requests for product specifications, availability, shipping, quotations, and estimates, samples
• Serve as a link between the customer and the design, sales, and production teams to meet customer requirements, including scheduling production, securing delivery dates, addressing order changes, and resolving complaints
• Maintain organized customer files
• Investigate and resolve customer complaints, including billing issues, and escalate to manager or appropriate internal departments when needed
• Manage on-hand inventory levels and reconcile to customer orders, forecast, and just-in-time schedules; this includes taking physical inventory at month-end

Requirements

• Education equivalent to high school diploma required
• Two (2) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships
• Strong working knowledge of computer systems including experience with experience with Microsoft Word, Excel, and Outlook

Preferred Requirements

• Associates degree or college business coursework
• Previous experience using automated order entry system
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry

Skills & Abilities

• Strong attention to meeting and exceeding customer expectations
• The ability to network and build relationships with individuals of various experience and corporate positions
• Strong active listening and evaluating skills
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports
• Able to work in a fast paced, deadline-oriented environment and handle multiple requests simultaneously
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers
• Able to work flexible hours or overtime as needed

Pay

Starting salary range for position: $41,400 - $51,750, annually, commensurate with experience.

Benefits

• Paid Vacation: Three (3) weeks per calendar year
• Pro-rata Vacation during the initial year of hire based upon start date within the calendar year
• Paid Holidays
• Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with 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 Qualified Applicants must apply at careers.packagingcorp.com to be considered.