Senior Customer Service Rep

Packaging Corporation of America • Newark, OH • 11h ago

As a Fortune 500 company, Packaging Corporation of America (PCA) is an ideas and solutions company. Our corrugated packaging business seeks to be the leader in helping our customers - large and small - package, transport and display products of all kinds. Our white paper business delivers Paper With Purpose by providing the highest level of customer service and operational excellence. We have approximately 15,000 team members in more than 100 locations in the United States that strive to meet the local needs of our customers. Our mission is to serve the needs of our customers, today and tomorrow, with products and services that exceed expectations for performance and environmental responsibility. People Customers Trust The Senior 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 Senior Customer Service Representative is responsible for resolving complaints and requests for billing adjustments. The Senior Customer Service Representative normally handles larger and more complicated customer accounts and orders. 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 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. DESIRED QUALIFICATIONS: Education equivalent to high school diploma required. Three (3) to Five (5) years' previous work experience preferred 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. Two (2) years' previous work experience in the manufacturing sector, containerboard and corrugated packaging industry adds value. Previous experience using an automated order entry system. COMPENSATION AND BENEFITS Starting salary range for position: $54,000-81,000 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 a

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