Customer Experience & Operations Manager

Packaging Corporation of America; Lancaster (Lancaster County); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Paid vacation

Paid holidays

401k with match

Medical/dental/vision insurance

Job summary

Packaging Corporation of America (PCA) is seeking a Customer Service Manager to direct plant customer service operations and ensure exceptional service for customers. You will oversee order entry, invoicing, and on-time delivery, while coordinating with design, sales, production, and shipping to meet customer expectations.

The role requires a bachelor’s degree and at least seven years in customer service, including people management.

Qualifications

• Bachelor’s degree required or equivalent.
• 7 years in customer service role.
• Experience managing people including hiring and coaching.
• Experience handling orders and building customer relationships.
• Proficiency with MS Word, Excel, and Outlook.

Responsibilities

• Provide guidance to Customer Service Representatives to ensure accurate order entry, processing, and invoicing.
• Coordinate with scheduling, production, and shipping to ensure on-time delivery.
• Handle new customer requests for samples, specs, pricing, and availability with cross-functional teams.
• Oversee staff performance, coaching, and disciplinary actions as needed.
• Aim to improve customer service standards and plant goals.

Skills

Customer service

People management

Order entry & processing

Communication

Problem solving

Education

Bachelor's degree

Tools

Microsoft Word

Excel

Outlook

Job description

Packaging Corporation of America (PCA) is seeking a Customer Service Manager to direct plant customer service operations and ensure exceptional service for customers. You will oversee order entry, invoicing, and on-time delivery, while coordinating with design, sales, production, and shipping to meet customer expectations.

The role requires a bachelor’s degree and at least seven years in customer service, including people management.