SR Customer Service

Senior Customer Service Representative

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.

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 reconciles 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 back up to Customer Service Manager as needed.

Basic Requirements :

Preferred Requirements :

Knowledge, Skills & Abilities :

Compensation and Benefits :

PCA is an Equal Opportunity Employer. Qualified Applicants must apply at careers.packagingcorp.com to be considered.