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Customer Support Specialist
2 months ago
Company Overview:
As a leading organization in the packaging industry, Packaging Corporation of America (PCA) is dedicated to providing innovative solutions and exceptional service. Our mission is to deliver high-quality products while maintaining a commitment to environmental responsibility and customer satisfaction.
Position Summary:
The Customer Service Representative plays a crucial role in ensuring customer satisfaction by delivering outstanding service. This position involves responding to inquiries related to product availability, pricing, shipping rates, order status, and more. The representative will also address complaints and manage billing adjustments.
Key Responsibilities:
1. Process and monitor assigned orders from initiation to scheduling.
2. Collaborate with internal departments to guarantee order accuracy and timely delivery.
3. Relay important updates regarding customer accounts to relevant teams, ensuring Sales Representatives are informed of significant account activities.
4. Handle customer requests for product details, availability, quotes, and samples.
5. Act as a liaison between customers and internal teams, including design, sales, and production, to fulfill customer needs.
6. Maintain organized records of customer interactions and transactions.
7. Investigate and resolve customer complaints, including billing discrepancies, escalating issues when necessary.
8. Manage inventory levels in relation to customer orders and forecasts.
Qualifications:
Basic Requirements:
- High school diploma or equivalent.
- Minimum of two years of experience in a customer service role, particularly with order management systems.
- Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
Preferred Qualifications:
- Associate's degree or relevant coursework in business.
- Experience with automated order entry systems.
- Background in the manufacturing or packaging industry.
Skills and Abilities:
- Strong focus on exceeding customer expectations.
- Ability to build and maintain relationships with diverse individuals.
- Excellent active listening and analytical skills.
- Capable of managing multiple tasks in a fast-paced environment.
- Exceptional written and verbal communication skills.
- Strong organizational skills to handle various details and deadlines.
- Experience in a collaborative team environment is preferred.
Additional Information:
PCA is an Equal Opportunity Employer, welcoming applicants from all backgrounds.
