Customer Service Rep
Packaging Corporation of America, Newark, OH, United States
The Customer Service Representative is responsible for providing superior service to customers, including responding to customer inquiries about product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders. The role also involves resolving complaints and requests for billing adjustments.
PRINCIPLE ACCOUNTABILITIES
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, ensuring Sales Representatives are informed of pertinent activity.
Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and 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 escalates to manager or appropriate internal departments when needed.
Manage on‑hand inventory levels and reconcile to customer orders, forecast, and just‑in‑time schedules, including taking physical inventory at month end.
DESIRED QUALIFICATIONS
Education equivalent to a high school diploma required.
Two (2) years of previous work experience in a customer service role, handling customer orders on an order entry system and building strong positive customer business relationships.
Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
Previous experience using an automated order entry system.
Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
KNOWLEDGE, 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.
COMPENSATION AND BENEFITS
Starting salary for position: $XX.YY per hour.
Bonus: Annual – based upon achievement of plant performance metrics.
Paid Vacation: [insert number] weeks per calendar year; pro‑rata vacation during the initial year of hire based on start date within the calendar year.
Paid Holidays.
Within the first 30 days of employment, the employee (and their dependents) is eligible to enroll in certain benefit coverages – medical, dental, and vision – and is automatically enrolled in life, AD&D, and disability coverages.
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.
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PRINCIPLE ACCOUNTABILITIES
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, ensuring Sales Representatives are informed of pertinent activity.
Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and 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 escalates to manager or appropriate internal departments when needed.
Manage on‑hand inventory levels and reconcile to customer orders, forecast, and just‑in‑time schedules, including taking physical inventory at month end.
DESIRED QUALIFICATIONS
Education equivalent to a high school diploma required.
Two (2) years of previous work experience in a customer service role, handling customer orders on an order entry system and building strong positive customer business relationships.
Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
Previous experience using an automated order entry system.
Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
KNOWLEDGE, 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.
COMPENSATION AND BENEFITS
Starting salary for position: $XX.YY per hour.
Bonus: Annual – based upon achievement of plant performance metrics.
Paid Vacation: [insert number] weeks per calendar year; pro‑rata vacation during the initial year of hire based on start date within the calendar year.
Paid Holidays.
Within the first 30 days of employment, the employee (and their dependents) is eligible to enroll in certain benefit coverages – medical, dental, and vision – and is automatically enrolled in life, AD&D, and disability coverages.
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.
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