What are the responsibilities and job description for the SR CUSTOMER SERVICE REPRESENTATIVE position at PCA?
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
Serve as link between customers, sales, design, scheduling, production, and shipping teams to meet customer requirements including order entry, coordinating production and delivery dates, addressing order changes, and resolving complaints.
Coordinate customer requests for product specifications, availability, quotations, samples.
Follow procedures for building and maintaining accurate specifications and quotes.
Follow established processes and procedures to ensure customer requirements are met.
Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
Order and receive tooling.
Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just-in-time schedules.
Engage with customers, answer questions, communicate their needs, investigate and process complaints and escalate to manager or appropriate internal departments when needed.
Notify customers of changes affecting their orders.
Maintain organized customer and price files.
May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.
BASIC REQUIREMENTS:
High school graduate or equivalent.
Five (5) 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.
Excellent communication skills.
Strong attention to detail with excellent organizational and prioritization skills.
Ability to adapt to changing priorities in a fast-paced environment.
Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
PREFERRED REQUIREMENTS:
Associate degree or college business coursework.
Previous experience using automated order entry system.
Two (2) years’ previous work 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, evaluating, and problem-solving 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, prioritize assignments, and handle multiple tasks.
Excellent written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers.
Strong organizational skills with 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.
Salary : $52,800 - $79,200
