Customer Service Representative - Columbia Basin

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

At PCA Columbia Region, you'll find some of the best people in the industry operating in a "golden rule" culture. We actively promote mutually rewarding relationships with each other and our customers by advocating respect for every individual, ethical and fair practices, and the highest standards in what we say and do. This position is for PCA's Columbia Region, Richland and Wallula box plants and offers remote work once the successful candidate is proficient and effective in the role.

Our Richland facility, which was built in 2019, is state of the art, leads the company in numerous efficiencies and operates in the Golden Rule mentality. Our Wallula facility also operates in Golden Rule culture; however, it was built in 1958. It is a well-established facility; provides for long-term stability and grown and has been PCA's plant of the year.

The salary range for this position is $44,800 - $56,000 and is overtime eligible. PCA offers competitive wages and benefits package, included but not limited to:

• Overtime eligible position: OT after 40 hours worked
• 401k
• Gainshare program
• Paid vacation, sick time and holidays
• Medical, dental, vision
• Life and accidental death and dismemberment insurance
• Short and long-term disability
• Education aid
• Stipends for both safety shoes and glasses
• Stipend for fitness memberships

EXPLANATION:

Employees (and their dependents) are eligible for medical, dental, vision, basic life and disability insurance coverage, subject to applicable waiting periods.

Employees are:

• Automatically enrolled in PCA's 401k retirement plan at the time of hire.
• Three weeks of vacation
• Eligible for 11 holidays after completing 30 days worked.
• Eligible for Washington State Paid Sick Leave
• Eligible for up to $35 per month for monthly fitness memberships.
• Annual gainshare up to 10 percent of 11-month earnings

If you want to be part of an exceptional team with competitive pay and benefits package, please apply at www.careers.packagingcorp.com

The Customer Service Representative is responsible for providing superior service to our customers acting as a liaison among sales representatives, customers and plant production personnel. 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 Customer Service Representative will be actively involved in the safety program, total quality process, and continuous improvement of customer confidence.

PRINCIPLE ACCOUNTABILITIES:

• Receive, process, track, and expedite delivery of orders to ensure customer satisfaction. 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 is informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations and estimates.
• Serves 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.
• Notify customers of any changes affecting their order.
• Build and maintain accurate specification files.
• Order and receive tooling.
• Follow established processes and procedures to ensure that customer requirements are met.
• Engage with customers, answer questions, communicate their needs, and process complaints.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; this includes taking physical inventory as needed.
• Investigate and resolve customer complaints including billing issues and escalates to manager or appropriate internal department when needed.
• Follow standard procedures and pricing guidelines for cost estimating and quotes.
• Ensure customer's credit limits and circumstances are reviewed in light of the order taken.
• Provide feedback and opportunities for improvement internally.
• Maintain organized customer files.
• Keep current on company products and markets as required, recommend changes in procedures or policies where appropriate.
• Assist other customer service reps as needed, and when time permits.
• Perform other duties and responsibilities as assigned.

BASIC QUALIFICATIONS:

• High school graduate or equivalent.
• Recent two-year stable work history
• 1-3 years stable work history in an administrative or customer service role
• Must possess an attention to detail with excellent organizational and prioritization skills.
• Must have excellent communication skills; oral and written.
• Proven ability to recognize issues, attain and present possible solutions.
• Ability to adapt to changing priorities in a fast-paced environment.
• Strong working knowledge of computer systems including experience with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to effectively work remotely when required (laptop, monitors and print supplies will be provided).

PREFERRED QUALIFICATIONS:

• Packaging and/or manufacturing customer service experience.
• Experience handling customer orders on an order entry system and maintaining/building strong positive customer business relationships and/or administrative position.
• College degree or some college courses or equivalent work experience.
• Knowledge of web-based computer systems and proficient in Excel.

KNOWLEDGE, SKILLS & ABILITIES:

TIME MANAGEMENT * STRESS TOLERANCE * PRACTICAL LEARNING * TEAMWORK * PLANNING & ORGANIZING

• Must be able to work well under pressure in a fast-paced environment within time constraints, handle multiple request simultaneously, and build sound relationships with both internal and external customers.
• Strong attention to meeting and exceeding customer expectations.
• Ability to network and build relationships with individuals of various experience and corporate positions.
• Strong analytical skills with the ability to handle detail-oriented tasks and review multiple documents and reports.
• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers via e-mail or over the phone.
• Solid organizational skills with the ability to handle numerous details, deadlines and requests.
• Ability to read and interpret drawings.
• Able to work flexible hours or overtime as needed in a fast-paced, deadline-oriented environment; handling multiple requests simultaneously.
• Must be capable of independently making sound decisions through creative problem-solving.
• Must be capable of working with ambiguity and change.
• Strong listening, evaluating, and problem-solving skills.
• Ability to create alternative solutions and meet deadlines.
• Ability to work with minimal supervision and demonstrate being a self-starter who is driven and takes initiative.

PCA is an Equal Opportunity Employer - Veterans/Disabled and other protected categories

All qualified applicants must apply at www.careers.packagingcorp.com to be considered.

All qualified applicants must apply at Careers.packagingcorp.com to be considered.

PCA is an Equal Opportunity Employer - Veterans/Disabled and other protected categories.

• Richland, WA, USA
• Wallula, WA, USA