Senior Customer Service Representative

Packaging Corporation; Salunga (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Packaging Corporation is seeking a Senior Customer Service Representative to provide superior service to customers, handle inquiries about product availability, pricing, freight rates, and delivery dates, receive new orders, and monitor status of current orders. You will resolve billing issues and support larger, more complex customer accounts.

The role requires strong communication, organizational skills, and the ability to coordinate with design, sales, and production teams to meet customer

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.
• Strong working knowledge of Microsoft Word, Excel, and Outlook.

Responsibilities

• Receive, process, and track assigned orders through scheduling with internal coordination.
• Communicate account activity to Sales Representatives and internal departments.
• Coordinate requests for product specifications, availability, shipping, quotes, and samples.
• Act as a link between the customer and design, sales, and production teams to meet requirements including scheduling production and delivery dates.
• Maintain organized customer files.
• Investigate and resolve customer complaints including billing issues.
• Manage on-hand inventory levels and reconcile with orders, forecasts and schedules.
• Provide direction and support to other customer service representatives as needed.

Skills

Customer service

Order processing

Relationship building

Active listening

Analytical skills

Communication

Time management

Team collaboration

Education

High school diploma

Associate degree / accounting coursework

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

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 complaint
• 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:

• Associates 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.