Customer Service Representative

Responsibilities

• Receive, process, and track assigned orders through to scheduling, consulting with various internal departments to ensure order completeness, on‑time delivery and accurate invoicing.
• Communicate significant information regarding customer accounts or orders to appropriate internal departments, ensuring sales representatives are informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and samples.
• Serve as a link between customers and the design, sales, and production teams to meet customer requirements, including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints, including billing issues, and escalates to manager or appropriate internal departments when needed.
• Manage on‑hand inventory levels and reconcile to customer orders, forecast, and just‑in‑time schedules; this includes taking physical inventory at month end.

• High school diploma or equivalent education required.
• Two (2) years’ previous work experience in a customer service role 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.
• Previous experience using an automated order entry system.
• Previous experience in the manufacturing sector, container board, and corrugated packaging industry.

• 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.

• Starting salary for position: [$XX.YY] per hour.
• Bonus:
  Annual – Based upon achievement of plant performance metrics.
• Paid Vacation: [insert number] weeks per calendar year. Pro‑rata Vacation during the initial year of hire based upon start date within the calendar year.
• Paid Holidays.
• Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages – medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages.
• Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre‑tax and Roth contribution options along with employer‑provided matching contributions.
• Disclaimer:
  The Compensation and Benefits information in this posting represents PCA’s good faith and reasonable estimate of what it may pay for this position. The Company reserves the right to modify this information at any time, subject to applicable law.

PCA is an Equal Opportunity Employer