Customer Service 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

As a Fortune 500 company, Packaging Corporation of America (PCA) is an ideas and solutions company. Our corrugated packaging business seeks to be the leader in helping our customers — large and small — package, transport and display products of all kinds. Our white paper business delivers Paper With Purpose by providing the highest level of customer service and operational excellence. We have approximately 15,000 team members in more than 100 locations in the United States that strive to meet the local needs of our customers. Our mission is to serve the needs of our customers, today and tomorrow, with products and services that exceed expectations for performance and environmental responsibility.

People Customers Trust

The Customer Service Manager is responsible for directing and coordinating the plant customer services functions in the most effective and professional manner to ensure that the customers’ needs are exceeded.

PRINCIPLE ACCOUNTABILITIES:

• Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing.
• Interact with scheduling, production, and shipping departments to maintain on-time delivery.Ensure customers’ expectations are exceeded, especially on first orders.
• Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc.
• Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action.
• Strive to continuously improve the customer service standards by establishing, developing, and supporting plant goals and quality standards.
• Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary.
• Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; including taking physical inventory at month end.

BASIC REQUIREMENTS:

• Education equivalent to a bachelor’s degree.
• Seven (7) years’ previous work experience in a customer service role.
• Previous experience in managing people with experience in hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system, maintaining / building strong positive customer business relationships and estimating and pricing orders.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.

PREFERRED REQUIREMENTS:

• Bachelor’s degree in Business.
• Previous experience using an automated order entry system.
• Experience in the manufacturing sector, containerboard and corrugated packaging industry.

KNOWLEDGE, SKILLS & ABILITIES:

• 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 attention to meeting and exceeding customer expectations.
• Ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening, evaluating, and problem solving skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Ability to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• 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.

COMPENSATION AND BENEFITS

• Starting salary range for position: $80,000-95,000.
• Bonus: Annual – Based upon individual contribution and overall, Company performance.
• 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.
• Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are 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