Senior Customer Service Representative
Packaging Corporation of America · Denver, CO
- On site
- Full-time
- $65,000 / year
- Denver, CO
Job highlights
- Serve customers with superior service.
- Handle complex orders and accounts.
- Liaise between customers and internal teams.
- Resolve complaints and billing issues.
- Manage inventory and support colleagues.
About the role
About Packaging Corporation of America (PCA)
Packaging Corporation of America (PCA) is a Fortune 500 company and a leader in providing corrugated packaging solutions. We are an ideas and solutions company dedicated to helping our customers package, transport, and display their products effectively. Our white paper business is built on providing exceptional customer service and operational excellence. With approximately 15,000 team members across more than 100 locations in the United States, we are committed to meeting local customer needs and exceeding expectations for performance and environmental responsibility.
Job Summary: Senior Customer Service Representative
The Senior Customer Service Representative plays a crucial role in delivering superior service to our clients. This position involves responding to a wide range of customer inquiries, including product availability, pricing, freight rates, allocations, and delivery timelines. You will be responsible for receiving new orders, monitoring the status of current orders, and resolving customer complaints and billing adjustment requests. This role typically handles larger and more complex customer accounts and orders, acting as a key liaison between customers and internal departments.
Principle Accountabilities
- Receive, process, and track assigned orders from entry through to scheduling, ensuring order completeness and on-time delivery.
- Consult with internal departments to ensure accurate invoicing and timely delivery.
- Communicate significant customer account and order information to relevant internal departments, including keeping Sales Representatives informed of pertinent account activity.
- Coordinate customer requests for product specifications, availability, shipping, quotations, 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.
- Maintain organized customer files and diligently investigate and resolve customer complaints, including billing issues, escalating when necessary.
- Manage on-hand inventory levels, reconciling them with customer orders, forecasts, and just-in-time schedules, which includes performing physical inventory counts at month-end.
- Potentially provide direction and support to other customer service representatives and act as back-up to the Customer Service Manager.
Basic Requirements
- High school diploma or equivalent.
- Five (5) years of previous customer service experience, including handling customer orders via an order entry system and building strong customer relationships.
- Proficiency in computer systems, including Microsoft Word, Excel, and Outlook.
Preferred Requirements
- Associate's degree or college coursework in accounting.
- Two (2) years of experience in the manufacturing sector, specifically the containerboard and corrugated packaging industry.
- Prior experience using an automated order entry system.
Knowledge, Skills & Abilities
- Strong focus on meeting and exceeding customer expectations.
- Ability to network and build relationships across various experience levels and corporate positions.
- Excellent active listening and evaluation skills.
- Strong analytical skills for detail-oriented tasks and reviewing multiple documents.
- Ability to thrive in a fast-paced, deadline-oriented environment, prioritizing assignments and managing multiple tasks effectively.
- Above-average written and verbal communication skills, capable of communicating with multiple audiences and customers over the phone.
- Exceptional organizational skills for managing numerous details, deadlines, and requests.
- Experience working in a team environment or a strong understanding of collaboration and information sharing.
- Flexibility to work flexible hours or overtime as needed.
Compensation and Benefits
- Starting salary range: $54,000 - $81,000 per year.
- Annual bonus based on individual contribution and company performance.
- Three (3) weeks of paid vacation per calendar year (pro-rata during the initial year).
- Paid holidays.
- Comprehensive benefits coverage (medical, dental, vision) available within the first 30 days of employment, with automatic enrollment in life, AD&D, and disability coverages.
- 401k plan enrollment upon hire, with pre-tax and Roth options, and employer matching contributions.
PCA is an Equal Opportunity Employer.
Key skills/competency
- Customer Service
- Order Entry Systems
- Customer Relationship Management
- Microsoft Excel
- Problem Solving
- Communication Skills
- Inventory Management
- Data Analysis
- Teamwork
- Time Management
Skills & topics
- Senior Customer Service Representative
- Customer Service
- Order Entry
- Account Management
- Customer Support
- Packaging Industry
- Manufacturing
- Problem Solving
- Communication
- Teamwork
- Microsoft Excel
- Customer Relationship Management
- Sales Support
- Billing Adjustments
- Inventory Control
How to get hired
- Customize your resume: Highlight your 5+ years of customer service experience, order entry system proficiency, and relationship-building skills to match the Senior Customer Service Representative role at PCA.
- Showcase technical skills: Emphasize your strong knowledge of Microsoft Word, Excel, and Outlook in your application and during interviews.
- Demonstrate problem-solving ability: Prepare examples of how you've resolved complex customer complaints and billing issues, showcasing your analytical and communication skills.
- Research PCA's values: Understand PCA's mission to serve customers with products and services that exceed expectations and their commitment to operational excellence.
- Prepare for behavioral questions: Be ready to discuss how you handle fast-paced environments, prioritize tasks, and collaborate with internal teams to meet customer needs.
Technical preparation
Master order entry system functionalities.,Practice advanced Excel for data analysis.,Familiarize with CRM software basics.,Review invoicing and billing adjustment processes.
Behavioral questions
Describe handling a complex customer complaint.,How do you prioritize multiple urgent tasks?,Give an example of building a customer relationship.,How do you ensure clear communication with teams?
Frequently asked questions
- What are the key responsibilities of a Senior Customer Service Representative at Packaging Corporation of America?
- The Senior Customer Service Representative at PCA is responsible for providing superior customer service, including managing complex customer accounts, processing orders, resolving inquiries about product availability, pricing, and delivery, handling complaints and billing adjustments, and coordinating with internal departments like sales and production. They also assist in inventory management and may support other team members.
- What are the minimum education and experience requirements for this Senior Customer Service Representative role at PCA?
- To be considered for the Senior Customer Service Representative position at PCA, candidates must have a high school diploma or equivalent and at least five years of previous work experience in a customer service role. This experience should include handling customer orders through an order entry system and building strong customer business relationships. Proficiency in Microsoft Word, Excel, and Outlook is also required.
- What preferred qualifications would make a candidate stand out for the Senior Customer Service Representative position at Packaging Corporation of America?
- Preferred qualifications for the Senior Customer Service Representative role at PCA include an Associate's degree or college coursework in accounting. Additionally, two years of prior work experience in the manufacturing sector, specifically within the containerboard and corrugated packaging industry, and previous experience using an automated order entry system are highly desirable.
- How does PCA support its employees regarding compensation and benefits for the Senior Customer Service Representative role?
- Packaging Corporation of America offers a competitive starting salary range of $54,000 - $81,000 for the Senior Customer Service Representative position, along with an annual bonus potential. Employees receive three weeks of paid vacation, paid holidays, and comprehensive benefits including medical, dental, and vision coverage starting within 30 days. A 401k plan with employer matching contributions is also available upon hire.
- What kind of work environment can I expect as a Senior Customer Service Representative at PCA?
- As a Senior Customer Service Representative at PCA, you can expect a fast-paced, deadline-oriented environment where strong organizational and multitasking skills are essential. You will be working in a team setting, collaborating with various internal departments and customers, and may need to be flexible with hours, including potential overtime.
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