Senior Customer Service Representative

PCA • Jackson, TN

18h

About The Position

Packaging Corporation of America (PCA), a Fortune 500 company, is an ideas and solutions company specializing in corrugated packaging and white paper. Their corrugated packaging business aims to lead in helping customers package, transport, and display products, while their white paper business focuses on superior customer service and operational excellence. PCA has approximately 15,000 team members across more than 100 U.S. locations, committed to meeting local customer needs and exceeding expectations for performance and environmental responsibility. The Senior Customer Service Representative is responsible for delivering superior service to customers. This involves handling customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates, processing new orders, and monitoring existing orders. Additionally, the role includes resolving complaints and managing requests for billing adjustments, typically for larger and more complex customer accounts and orders.

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 and building strong positive customer business relationships.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
• 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.

Nice To Haves

• 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.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.

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 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.

Benefits

• Starting salary range for position: $55,000
• Bonus: Annual – Based upon individual contribution and overall, Company performance.
• Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year.
• Paid Holidays.
• Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages.
• Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions.

What This Job Offers

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