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Customer Service Representative

1 month ago

Harrisonburg, Virginia, United States Packaging Corporation of America Full time
Customer Service Representative

As a key member of our customer-facing team, the Customer Service Representative plays a vital role in delivering exceptional service to our customers. This includes responding to inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring the status of current orders.

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 automated order entry systems.
  • Previous experience in the manufacturing sector, containerboard, and corrugated packaging industry.
Knowledge, Skills, and 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.
  • 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.