Customer Service Specialist

About us

Polyethylene Containers, Inc. is a small business in El Dorado, AR. We are professional, customer-centric, fast-paced and our goal is to be the world’s most customer-focused container company. Polyethylene Containers, Inc. founded in 1980, is a leading manufacturer of plastic pails & drums servicing our customers throughout North America.

We are dedicated to exceeding our customers’ expectations and fulfilling their packaging needs. Trust in our customers & suppliers has been our key to success for over 30 years. Our record of Quality, Service, & Value to our customers is a legacy we are proud to continue.

We are dedicated to a philosophy of partnerships with our customers, suppliers, & employees to ensure growth & innovation.

-----

We’re looking for a dedicated and detail-oriented Customer Service Specialist to join the PCI Team! This successful person will play a key role in ensuring customer satisfaction by effectively managing inquiries, orders, and providing exceptional service, while striving to continually learn the business, possess a find-a-way mindset, and leverage facts and data to help our organization grow.

This position will report directly to the Customer Experience Manager.

Our team members are expected to communicate clearly, be independent and resourceful problem-solvers, and follow through with all delegated tasks. Each team member is also expected to collaborate well with others in and outside of our organization.

Overall, they will act as the primary point of contact for customer inquiries, orders, and concerns.

Primary Responsibilities:
Assist management with the following tasks—

• Provide prompt and courteous responses to customer queries through various channels, including phone, email, and chat.
• Build and maintain positive relationships with customers, addressing their needs and ensuring satisfaction.
• Receive and process customer orders, ensuring accuracy and adherence to specifications.
• Coordinate with the production and shipping teams to meet customer delivery requirements.
• Communicate order status and updates to customers in a timely manner.
• Develop a comprehensive understanding of our manufacturing processes and product offerings.
• Provide detailed product information to customers and assist with product selection based on their requirements.
• Collaborate with internal teams to stay informed about product changes and updates.
• Investigate and resolve customer complaints, concerns, or issues promptly and effectively.
• Work closely with production, quality control, and logistics teams to address and resolve any issues related to customer orders.
• Maintain accurate and organized customer records, order history, and communications.
• Generate and distribute relevant documentation such as order confirmations, shipping details, and invoices.
• Identify opportunities for process improvement within the customer service function.
• Collaborate with cross-functional teams to implement enhancements that contribute to overall customer satisfaction.
• Other responsibilities designated by Customer Experience Manager, as needed.

-----

MINIMUM REQUIREMENTS

Education/Experience

• High school diploma or equivalent; additional education in business, communication, or related field is a plus.
• Proven experience in customer service roles, preferably within a manufacturing environment.
• Detail-oriented with the ability to manage multiple tasks simultaneously.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Knowledge of manufacturing processes and terminology is desirable.

Knowledge, Skills & Abilities

• Must possess excellent verbal & written communication skills, and intermediate computer skills in Word, Excel, and Outlook.
• Problem-solving skills and the ability to handle challenging situations with professionalism.
• Must exhibit excellent organizational skills, detail-oriented, analytical, and problem-solving skills while communicating effectively.
• Strong communication and interpersonal skills.
• Requires the ability to work independently and cross-functionally while prioritizing the needs of the business.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Computer skills: 3 years (Preferred)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $35,000