Senior Customer Service Representative

Packaging Corporation of America; Newark (OH); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Annual bonus

Paid vacation

Paid holidays

401k with match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Job summary

Packaging Corporation of America (PCA) is seeking a Senior Customer Service Representative to provide superior service by handling orders, inquiries, and billing issues. This role supports large and small accounts, coordinating with design, sales, and production teams to meet customer requirements and deadlines.

The position requires at least five years of customer service experience, strong communication skills, and proficiency with MS Word, Excel, and Outlook.

Qualifications

• Education equivalent to high school diploma required.
• Five years’ experience in a customer service role handling orders on an order entry system and building strong customer relationships.
• Experience with Microsoft Word, Excel, and Outlook.

Responsibilities

• Receive, process, and track assigned orders through scheduling.
• Coordinate with internal departments to ensure on-time delivery and accurate invoicing.
• Resolve customer complaints and billing adjustments; escalate when needed.

Skills

Customer service

Order entry

Customer relationships

Written/verbal communication

Education

High school diploma

Associate’s degree

Tools

Microsoft Word

Microsoft Excel

Microsoft 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 Senior Customer Service Representative is responsible for providing superior service to customers. This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates, receiving new orders, and monitoring status of current orders. Additionally, the Senior Customer Service Representative is responsible for resolving complaints and requests for billing adjustments. The Senior Customer Service Representative normally handles larger and more complicated customer accounts and orders.

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 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.

Basic Requirements

• 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.

Preferred Requirements

• Associate’s degree or college accounting coursework.
• Two (2) years’ previous work experience in the manufacturing sector, containerboard and corrugated packaging industry.
• Previous experience using an automated order entry system.

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, prioritize assignments, and handle multiple tasks.
• 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 range for position: $54,000-$70,000
• 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.

Qualified Applicants must apply at careers.packagingcorp.com to be considered.