Senior Customer Experience Coordinator
4 weeks ago
About Packaging Corporation of America
Packaging Corporation of America (PCA) is a leading manufacturer of corrugated packaging products and paper-based packaging solutions. Our company is committed to delivering high-quality products and exceptional customer service to meet the needs of our customers.
Job Summary
We are seeking a Senior Customer Experience Coordinator to join our team in Algona, WA. The successful candidate will be responsible for providing superior customer service, responding to customer inquiries, resolving complaints, and coordinating customer requests. This role requires strong communication and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks.
Responsibilities
- Respond to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates
- Receive and process new orders, and monitor the status of current orders
- Resolve customer complaints and requests for billing adjustments
- Coordinate customer requests for product specifications, availability, shipping, quotations, and estimates
- Serve as a link between the customer and internal departments to meet customer requirements
- Maintain organized customer files
- Investigate and resolve customer complaints, including billing issues, and escalate to Manager or internal departments when needed
- Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just-in-time schedules
- May provide direction and support to other customer service representatives and/or provide backup to the Customer Service Manager as needed
Requirements
- Education equivalent to a 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/building strong positive customer business relationships in the manufacturing sector
- Strong working knowledge of computer systems, including experience with Microsoft Word, Excel, and Outlook
- Preferred Requirements: 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
Knowledge, Skills & Abilities
- Strong attention to meeting and exceeding customer expectations
- 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 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
Estimated Salary: $52,000.00 - $78,000.00 per year
Founded in 1959, Packaging Corporation of America (PCA) is an industry-leading manufacturer of corrugated packaging products and paper-based packaging solutions. With over 15,000 team members in more than 100 locations across the United States, PCA is dedicated to delivering high-quality products and exceptional customer service to meet the 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.
The Senior Customer Experience Coordinator plays a critical role in meeting this mission by providing superior customer service and resolving customer complaints in a timely and professional manner. This role requires strong communication and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks.
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team at Packaging Corporation of America.
PCA is an Equal Opportunity Employer – Veterans/Disabled and other protected categories.
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