Customer Service Representative

4 weeks ago

Harrisonburg, Virginia, United States Packaging Corporation of America Full time

Job Summary: We are seeking a highly skilled Customer Service Representative to join our team at Packaging Corporation of America. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, responding to their inquiries, and resolving any issues that may arise.

Key Responsibilities:

  • 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.
  • Coordinate customer requests for product specifications, availability, shipping, quotations, and estimates.
  • Serve as a link between the customer and the design, sales, and production teams to meet customer requirements.
  • Maintain organized customer files.
  • Investigate and resolve customer complaints, including billing issues, and escalate to manager or appropriate internal departments when needed.
  • Manage on-hand inventory levels and reconcile to customer orders, forecast, and just-in-time schedules.

Requirements:

  • Education equivalent to a high school diploma required.
  • Two (2) 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.
  • Strong working knowledge of computer systems, including experience with Microsoft Word, Excel, and Outlook.

Preferred Requirements:

  • Associates degree or college business coursework.
  • Previous experience using an automated order entry system.
  • Previous experience in the manufacturing sector, containerboard, and corrugated packaging industry.

Knowledge, Skills & Abilities:

  • Strong attention to meeting and exceeding customer expectations.
  • The 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 and handle multiple requests simultaneously.
  • Above-average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to 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.

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