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Packaging Corporation of America · 9 hours ago

Customer Service Manager

Dallas, TX

Full-time

Onsite

Mid, Senior Level

7+ years exp

Packaging Corporation of America (PCA) is a Fortune 500 company that excels in corrugated packaging and white paper business. The Customer Service Manager will direct and coordinate plant customer service functions to exceed customer needs, providing support to staff and ensuring efficient order processing.

Business DevelopmentManufacturingPackaging Services

Responsibilities

Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing

Interact with scheduling, production, and shipping departments to maintain on-time delivery. Ensure customers’ expectations are exceeded, especially on first orders

Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc

Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action

Strive to continuously improve the customer service standards by establishing, developing, and supporting plant goals and quality standards

Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary

Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs

Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; including taking physical inventory at month end

Qualification

Customer service managementOrder entry systemTeam managementAnalytical skillsMicrosoft OfficeCommunication skillsProblem solvingOrganizational skills

Required

Education equivalent to a bachelor's degree

Seven (7) years' previous work experience in a customer service role

Previous experience in managing people with experience in hiring, coaching, performance development, and corrective action

Demonstrable experience handling customer orders on an order entry system, maintaining / building strong positive customer business relationships and estimating and pricing orders

Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook

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 attention to meeting and exceeding customer expectations

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

Ability to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks

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

Preferred

Bachelor's degree in Business

Previous experience using an automated order entry system

Experience in the manufacturing sector, containerboard and corrugated packaging industry

Company

Packaging Corporation of America

Packaging Corporation of America (PCA) is the fourth largest producer of containerboard and corrugated packaging products in the United It is a sub-organization of vapepackagingboxes.

Founded in 1959

Lake Forest, Illinois, USA

10001+ employees