Advanced Customer Care Associate
2 weeks ago
SENIOR CLIENT SERVICE SPECIALIST
Position Overview:
The Senior Client Service Specialist plays a pivotal role in delivering exceptional support to our clientele.
This position entails addressing customer inquiries related to product availability, pricing structures, shipping costs, order allocations, and expected delivery timelines. Additionally, the role involves processing new orders and overseeing the status of existing orders.
The Senior Client Service Specialist is tasked with resolving customer complaints and managing requests for billing adjustments, typically handling more complex customer accounts and orders.KEY RESPONSIBILITIES:
1. Process and monitor assigned orders from initiation to scheduling, collaborating with various internal teams to ensure order accuracy, timely delivery, and correct invoicing.
2. Relay significant updates regarding customer accounts and orders to relevant internal departments, ensuring that Sales Representatives are kept informed of critical activities related to individual accounts.
3. Address customer inquiries regarding product specifications, availability, shipping details, quotes, and samples.4. Act as a liaison between customers and the design, sales, and production teams to fulfill customer requirements, including scheduling production, securing delivery dates, managing order modifications, and resolving issues.
5. Maintain organized records of customer interactions.6. Investigate and address customer complaints, including billing discrepancies, escalating issues to management or appropriate departments as necessary.
7. Oversee inventory levels in relation to customer orders, forecasts, and just-in-time schedules, including conducting physical inventory checks at month-end.
8. May provide guidance and support to fellow customer service representatives and/or serve as a backup to the Customer Service Manager when required.
ESSENTIAL QUALIFICATIONS:
Education equivalent to a high school diploma is required.
A minimum of five (5) years of prior experience in a customer service capacity, with a focus on managing customer orders through an order entry system and fostering strong, positive business relationships.
Proficient in computer systems, including Microsoft Word, Excel, and Outlook.PREFERRED QUALIFICATIONS:
An associate degree or coursework in accounting is advantageous.
Two (2) years of experience in the manufacturing sector, particularly in containerboard and corrugated packaging, is preferred.
Familiarity with automated order entry systems is a plus.
SKILLS AND ABILITIES:
1. Strong commitment to meeting and exceeding customer expectations.
2. Ability to build relationships and network with individuals across various levels and roles.
3. Excellent active listening and evaluation skills.
4. Strong analytical capabilities with attention to detail and the ability to review multiple documents and reports.
5. Capacity to thrive in a fast-paced, deadline-driven environment, prioritize tasks, and manage multiple responsibilities.
6. Above-average written and verbal communication skills, capable of addressing diverse audiences and effectively engaging with customers via phone.
7. Strong organizational skills, adept at managing numerous details, deadlines, and requests.8. Previous experience in a collaborative team environment is preferred, or a solid understanding of the importance of open communication and information sharing among colleagues.
9. Flexibility to work varied hours or overtime as necessary.All qualified applicants are encouraged to apply to be considered for this opportunity.
Packaging Corporation of America is an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
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