CUSTOMER SERVICE / ACCOUNT REPRESENTATIVE

Packaging Corporation of America • Akron, OH

47d

About The Position

We are seeking a Customer Service/Account Representative to join our Akron team and serve as the main point of contact for our valued customers. This includes managing day-to-day order activity, building strong relationships, and ensuring our customers receive excellent service from start to finish. This position combines the attention to detail of customer service with the ownership and relationship focus of account management.

Requirements

• Education equivalent to high school diploma required.
• Two (2) 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 experience with Microsoft Word, Excel, and Outlook.

Nice To Haves

• Associates degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
• 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 and handle multiple requests simultaneously.
• 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.

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 reconcile to customer orders, forecast and just in time schedules; this includes taking physical inventory at month end.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Paper Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees