Customer Service / Account Representative

Customer Service/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 small — package, transport and display products of all kinds. 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 in 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 We are seeking a Customer Service/Account Representative to join our Akron team and serve as the main point of contact for our valued customers. This includes managing day-to-day order activity, building strong relationships, and ensuring our customers receive excellent service from start to finish. This position combines the attention to detail of customer service with the ownership and relationship focus of account management.

Principal 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, 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.
• 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.

Basic Requirements:

• Education equivalent to 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 experience with Microsoft Word, Excel, and Outlook.

Preferred Requirements:

• Associates degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.

Knowledge, Skills & 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, 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.

Compensation and Benefits:

• Starting salary range for position: $42,000 - $53,000.
• Bonus: Annual – Based upon individual contribution and overall Company performance.
• Paid Vacation: Three (3) 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.