Lead Customer Support Specialist
2 weeks ago
SENIOR CLIENT SERVICES REPRESENTATIVE
Overview:
As a prominent player in the packaging industry, Packaging Corporation of America (PCA) is dedicated to delivering innovative solutions and exceptional service to our clients.
Our mission is to lead the corrugated packaging sector by assisting our diverse clientele in effectively packaging, transporting, and showcasing their products.
Our commitment to excellence in our white paper division ensures that we provide top-tier customer service while maintaining operational efficiency.With a workforce of approximately 15,000 across numerous locations, we are poised to meet the unique needs of our customers.
We strive to fulfill our customers' requirements today and in the future with products and services that surpass expectations for quality and sustainability.
People * Customers * TrustThe Senior Client Services Representative plays a crucial role in delivering outstanding service to our clients.
This position involves addressing customer inquiries related to product availability, pricing, shipping rates, allocations, and delivery timelines, processing new orders, and tracking the status of existing orders.
Additionally, this role encompasses resolving customer complaints and managing requests for billing adjustments. The Senior Client Services Representative typically oversees larger and more complex customer accounts and orders.KEY RESPONSIBILITIES:
Receive, process, and monitor assigned orders through to scheduling. Collaborate with various internal teams to ensure order accuracy, timely delivery, and correct invoicing.
Communicate essential information regarding customer accounts/orders to relevant internal departments, ensuring that Sales Representatives are updated on significant activities related to individual accounts.
Coordinate customer inquiries regarding product specifications, availability, shipping options, quotes, and samples.Act as a liaison between the customer and the design, sales, and production teams to fulfill customer needs, including scheduling production, securing delivery dates, managing order modifications, and addressing complaints.
Maintain organized records of customer interactions.Investigate and resolve customer issues, including billing discrepancies, and escalate to management or appropriate internal teams when necessary.
Manage inventory levels and reconcile them with customer orders, forecasts, and just-in-time schedules; this includes conducting physical inventory counts at month-end.
May provide guidance and support to other customer service representatives and/or serve as backup to the Customer Service Manager as required.
ESSENTIAL QUALIFICATIONS:
High school diploma or equivalent required.
A minimum of five (5) years of experience in a customer service role, with a focus on managing customer orders through an order entry system and fostering strong customer relationships.
Proficient in computer systems, including Microsoft Word, Excel, and Outlook.PREFERRED QUALIFICATIONS:
Associate's degree or coursework in accounting.
Two (2) years of experience in the manufacturing sector, particularly in containerboard and corrugated packaging.
Prior experience with automated order entry systems.
SKILLS & ABILITIES:
Strong commitment to meeting and exceeding customer expectations.
Ability to network and build relationships with individuals across various levels and functions.
Excellent active listening and evaluation skills.
Strong analytical abilities with attention to detail and the capacity to review multiple documents and reports.
Able to thrive in a fast-paced, deadline-driven environment, prioritize tasks, and manage multiple responsibilities.
Above-average written and verbal communication skills, capable of addressing diverse audiences and effectively engaging with customers over the phone.
Strong organizational skills with the ability to manage numerous details, deadlines, and requests.Experience in a team-oriented environment is preferred, along with a solid understanding of the importance of open communication and information sharing among colleagues.
Able to work flexible hours or overtime as required.PCA is an Equal Opportunity Employer - Veterans/Disabled and other protected categories.
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