Senior Customer Service Rep

PCA • Salt Lake City, UT

62d • $54,000 - $67,500

About The Position

The Senior Customer Service Representative provides superior service to customers by responding to inquiries about product availability, pricing, freight rates, allocations, and delivery dates; receiving new orders; monitoring current order status; and resolving complaints and billing adjustment requests. The role normally handles larger and more complicated customer accounts and orders.

The representative receives, processes, and tracks assigned orders through scheduling, coordinating with internal departments to support complete orders, on-time delivery, and accurate invoicing. The role communicates account and order information internally, coordinates customer requests, and connects customers with design, sales, and production teams to meet requirements. It also involves maintaining customer files, resolving complaints, managing and reconciling on-hand inventory, and potentially providing direction to other representatives or covering for the Customer Service Manager.

Requirements

• Education equivalent to a high school diploma.
• Five years of previous customer service experience, including handling customer orders on an order entry system and maintaining or building strong 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 people across experience levels and corporate positions.
• Strong active listening and evaluation skills.
• Strong analytical skills and ability to handle detail-oriented tasks and review multiple documents and reports.
• Ability to work in a fast-paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• Above-average written and verbal communication skills, including the ability to communicate with multiple audiences and effectively communicate with customers by phone.
• Strong organizational skills and ability to handle numerous details, deadlines, and requests.
• Ability to work flexible hours or overtime as needed.

Nice To Haves

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

Responsibilities

• Receive, process, and track assigned orders through to scheduling.
• Consult 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 keep Sales Representatives informed of pertinent account activity.
• Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and samples.
• Link 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 the 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.
• May provide direction and support to other customer service representatives and/or provide backup to the Customer Service Manager as needed.

Benefits

• Annual bonus based on individual contribution and overall Company performance.
• Three weeks of paid vacation per calendar year, prorated during the initial year based on hire date.
• Paid holidays.
• Eligibility within the first 30 days to enroll in medical, dental, and vision coverage 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
• Career Level: Senior
• Education Level: High school or GED