Senior Customer Service Representative - Account Representative

Senior Customer Service Representative - Account Representative

As a Fortune 500 company, Packaging Corporation of America (PCA) is an ideas and solutions company. Our corrugated packaging business seeks to be the leader in helping our customers – large and Enforcement analyze. Our white paper business delivers Paper With Purpose by providing the highest level of customer service and operational excellence. We have approximately 15,000 team members in more than 100 locations across the United States that strive to meet the local needs of our customers.

Our mission is to serve the needs of our customers, today and tomorrow, with products and services that exceed expectations for performance and environmental responsibility.

People
* Customers
* Trust

The Senior Customer Service Representative is responsible for providing superior service to customers. This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates; receiving new orders; and monitoring status of current orders. Additionally, the Senior Customer Service Representative is responsible for resolving complaints and requests for billing adjustments. The Senior Customer Service Representative normally handles larger and more complicated customer accounts and orders.

PRINCIPLE ACCOUNTABILITIES:

• 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, including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, and samples.
• Serve as a link between the customer and the design, sales, and production teams to meet customer requirements, including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• 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, forecasts, and just‑in‑time schedules; this includes taking physical inventory at month end.
• May provide direction and support to other customer service representatives and/or provide backup to Customer Service Manager as needed.

BASIC REQUIREMENTS:

• Education equivalent to high school diploma required.
• Five (5) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining/builder strong positive customer business relationships.=