Customer Service Representative
326-GRANDVILLE-S, 3251 Chicago Drive SW, 3251 Chicago Drive SW, Grandville, Michigan, United States of America Req #2695
Tuesday, February 4, 2020
At Packaging Corporation of America (PCA), we think of ourselves as more than a box manufacturer. We are an ideas and solutions company. We seek to be the leader in helping our customers - large and small - package, transport and display products of all kinds. It just happens to be that corrugated products are our area of expertise. At PCA, you'll find the best people in the industry operating in a "golden rule" culture. We actively promote mutually rewarding relationships with each other and our customers by advocating respect for every individual, ethical and fair practices, and the highest standards in what we say and do. PCA is proud to have a highly skilled and experienced team leading the way. As a Fortune 500 company and one of the largest producers of containerboard and corrugated packaging products in the U.S., PCA offers customers broad expertise and economies of scale, while our multiple plant locations let us rapidly meet the local needs of our customers.
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, and 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.
PRINCIPLE ACCOUNTABILITIES: 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.
BASIC 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.
PREFERRED REQUIREMENTS: Associates degree or college accounting coursework. Previous experience using automated order entry system. Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
KNOWLEDGE, SKILLS & ABILITIES: 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.
Other details
Pay Type Salary
PCA is an Equal Opportunity Employer – Veterans/Disabled and other protected categories.
