Customer Service Rep

PCA • Marshfield, WI

9d • $42,120 - $52,650

About The Position

The Customer Service Representative provides superior service to customers by responding to inquiries about product availability, pricing, freight rates, allocations, delivery dates, and order status; receiving new orders; and resolving complaints and billing-adjustment requests. The role coordinates with internal departments to ensure orders are complete, delivered on time, and invoiced accurately, and serves as a connection between customers and design, sales, and production teams. The position also manages customer files and inventory reconciliation, including month-end physical inventory.

Requirements

• Education equivalent to a high school diploma.
• Two years of previous work experience in a customer service role.
• Experience handling customer orders on an order-entry system.
• Experience maintaining or building strong, positive customer business relationships.
• Strong working knowledge of computer systems, including Microsoft Word, Excel, and Outlook.
• Strong attention to meeting and exceeding customer expectations.
• Ability to build relationships with individuals across experience levels and corporate positions.
• Strong active listening, evaluation, and analytical skills, including attention to detail and the ability to review multiple documents and reports.
• Ability to work in a fast-paced, deadline-oriented environment and handle multiple requests simultaneously.
• Above-average written and verbal communication skills, including effective communication with customers over the phone.
• Strong organizational skills to manage details, deadlines, and requests.
• Ability to work flexible hours or overtime as needed.

Nice To Haves

• Associate degree or college business coursework.
• Previous experience using an automated order-entry system.
• Previous experience in manufacturing, the containerboard industry, or the corrugated packaging industry.
• Previous experience working in a team environment, or a strong understanding of open communication and information sharing among coworkers.

Responsibilities

• Receive, process, and track assigned orders through scheduling, coordinating with internal departments to ensure order completeness, on-time delivery, and accurate invoicing.
• Communicate significant information about customer accounts and orders to appropriate internal departments and ensure Sales Representatives are informed of pertinent account activity.
• Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and samples.
• Connect customers with design, sales, and production teams to meet requirements, including scheduling production, securing delivery dates, handling order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints, including billing issues, and escalate matters to a manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconcile them with customer orders, forecasts, and just-in-time schedules, including taking physical inventory at month end.

Benefits

• Annual bonus based on individual contribution and overall company performance.
• Three weeks of paid vacation per calendar year; initial-year vacation is prorated based on hire date.
• Paid holidays.
• Medical, dental, and vision coverage available for enrollment within the first 30 days of employment for the employee and dependents.
• Life, AD&D, and disability coverage, with automatic enrollment.
• Automatic enrollment in the 401(k) plan upon hire, with pre-tax and Roth contribution options and employer matching contributions.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED