CUSTOMER SERVICE REP

Packaging Corporation of America-posted 3 months ago
Grand Rapids, MI
5,001-10,000 employees
Paper Manufacturing
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The Customer Service Representative is responsible for providing superior service to customers. This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders. Additionally, the Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.

  • 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.
  • 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 Microsoft Word, Excel, and Outlook.
  • Associates degree or college business coursework.
  • Previous experience using automated order entry system.
  • Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
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