Senior Customer Experience & Order Management Specialist

Packaging Corporation of America; Cheswick (Allegheny County); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Paid vacation

Paid holidays

401k with company match

Medical, dental and vision coverage

Job summary

Packaging Corporation of America (PCA) is seeking a Senior Customer Service Representative to deliver superior service to customers, process orders, check availability, pricing, freight, and delivery dates, and resolve billing issues. This on-site role partners with design, sales, and production teams to ensure accurate invoicing and on-time delivery.

We value five years in customer service, strong computer skills (Word, Excel, Outlook), and the ability to manage multiple tasks in a fast-paced

Qualifications

• Education equivalent to high school diploma required.
• Five (5) 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 Microsoft Word, Excel, and Outlook

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 ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Coordinate 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 escalates to Manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconciles to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end.
• May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.

Skills

Customer service

Communication skills

Organizational skills

Attention to detail

Time management

Education

High school diploma

Associates degree or accounting coursework

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Packaging Corporation of America (PCA) is seeking a Senior Customer Service Representative to deliver superior service to customers, process orders, check availability, pricing, freight, and delivery dates, and resolve billing issues. This on-site role partners with design, sales, and production teams to ensure accurate invoicing and on-time delivery.

We value five years in customer service, strong computer skills (Word, Excel, Outlook), and the ability to manage multiple tasks in a fast-paced