Sr Customer Service Rep
1 month 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
Position Summary:
The Senior Customer Service Representative is responsible for providing the necessary planning, communication, and coordination of efforts to ensure that projects are successfully managed and delivered to the satisfaction of our customers. The Senior Customer Service Representative develops and facilitates timelines through areas such as design, sales, and manufacturing. For the customer, the Senior Customer Service Representative is the main PCA point of contact on the project. This person will manage larger and more complex customer accounts and orders.
Principle Accountabilities:
- Provide hands-on coordination and management of assigned projects for an assigned area (including Point of Purchase displays and Point of Sale projects). This includes outlining project deliverables, negotiating internally and externally on the timeline, communicating the status of project(s), and following up as needed to ensure that the project remains on track and the necessary deliverables are provided when promised.
- Provide back-up support for Project Managers, Sales Representatives and Customer Service Supervisor/Manager.
- Embody the PCA principle of "Easy to do business with" by providing solutions to customer needs. Maintain a solid understanding all of PCA resources.
- Develop and maintain solid working relationships with PCA customers. The Senior Customer Service Representative is expected to have an understanding of the customer's business and operation in order to identify additional opportunities for PCA and savings for the customer.
- Approach product development with an understanding of manufacturing, design, the plant's production capabilities, and the project's impact on profitability.
- Know and follow policies and procedures of the company, share information that would benefit other members of the team, and find ways to improve the delivery of service to our customers.
- Strive to continually strengthen PCA's business philosophy of meeting needs and exceeding expectations for customers specifically supporting PCA's Commitment to Service which involves doing what's right for our customers and keeping the promises that we make.
- Can backup any account currently held by any Customer Service Representative.
Using his/her knowledge of PCA products and services, the Senior Customer Service Representative is expected to exercise independent judgment, conduct research, and resume business for PCA. The Senior Customer Service Representative assigns tasks and chooses external resources from qualified vendors of complementary and alternative non-PCA components. The Senior Customer Service Representative is responsible for finding and documenting efficiencies within the accounts they manage.
As a company representative the Senior Customer Service Representative must exercise discretion realizing that his/her interactions with co-workers and customers must be in accordance with PCA policies and ethics.
The Senior Customer Service Representative is responsible for ensuring that the customer's needs are met, to the fullest of their ability.
Interactions:
To exceed customer needs, the Senior Customer Service Representative will need to work with managers and associates in sales, design, production, scheduling, and accounting. The Senior Customer Service Representative is expected to develop solid working relationships with these individuals to effectively meet, and then exceed, customer needs. Externally, the Senior Customer Service Representative is responsible for developing and maintaining relationships with customers. Including traveling to customer locations and/or organizing customer visits.
The Customer Service Representative is expected to showcase PCA products and services, negotiate/communicate pricing and deliver superior service.
Position Requirements:
- Education equivalent to a High School Diploma.
- Five (5) years of experience in customer service, management, or supervisor role with experience entering customer orders into an order entry system while maintaining/building strong and positive customer business relationships.
- Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
- Previous experience in the manufacturing sector, container board, and corrugated packaging industry preferred.
- Strong written and verbal communication skills with the ability to communicate to multiple audiences.
- The ability to network and build relationships with individuals of various experience and corporate positions.
- Strong attention to meeting and exceeding customer expectations.
- The ability to network and build relationships with individuals of various experience and corporate positions.
- Strong analytical skills with the ability to handle detail-oriented tasks and review multiple documents and reports.
- Solid working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook
- Ability to be accessible, available, and responsive to the customer and understand the customer's point of view.
- Ability to advocate for customer needs to others and create mutual agreement on project scope.
- Able to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks concurrently.
- Strong listening, evaluating, and problem-solving skills.
- Ability to create alternative solutions and meet deadlines.
- Able to work flexible hours or overtime as needed.
- Previous work experience as a member of a team, or a strong understanding of the importance of open communication and information sharing between team members.
- Must be able to travel as necessary and possess a valid U.S. driver's license.
- 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.
PCA is an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
Other details
- Pay Type Salary
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