Packaging Corporation of America is hiring: CUSTOMER SERVICE MGR in Dallas

Overview

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 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.

Customer focus is at the core of our work, and we aim to exceed customer expectations with strong service and reliable delivery.

Responsibilities

• Direct and coordinate the plant customer services functions to ensure that customers’ needs are exceeded.
• Provide ongoing support and direction to Customer Service Representatives to ensure accurate order entry, processing, on-time delivery, and invoicing.
• Interact with scheduling, production, and shipping departments to maintain on-time delivery and exceed customer expectations, especially on first orders.
• Coordinate new customer requests for product samples, specifications, pricing, and availability with design, sales, production, and other departments.
• Provide ongoing direction, guidance, training, and support to staff, including hiring decisions, compensation, evaluation, and disciplinary actions.
• Strive to continuously improve customer service standards by establishing, developing, and supporting plant goals and quality standards.
• Investigate and resolve customer complaints including billing issues or credit requests; 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; perform month-end physical inventory when required.

Qualifications

• Education equivalent to a bachelor’s degree; seven (7) years’ experience in a customer service role.
• Experience managing people, including hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system and building strong customer relationships; experience with estimating and pricing orders.
• Strong working knowledge of computer systems including Microsoft Word, Excel, and Outlook.

Preferred Qualifications

• Bachelor’s degree in Business.
• Experience using an automated order entry system.
• Experience in the manufacturing sector, containerboard and corrugated packaging industry.

Knowledge, Skills & Abilities

• Strong written and verbal communication; ability to communicate with diverse audiences and customers over the phone.
• Ability to meet and exceed customer expectations; strong relationship-building skills.
• Effective networking, listening, evaluating, and problem-solving abilities.
• Strong analytical skills; attention to detail and ability to handle multiple tasks in a fast-paced environment.
• Strong organizational skills; ability to manage multiple details and deadlines.
• Team-oriented with a clear understanding of open communication and information sharing among coworkers.

Company Requirements

All qualified applicants must apply at Careers.packagingcorp.com to be considered. PCA is an Equal Opportunity Employer – Veterans/Disabled and other protected categories.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Packaging and Containers Manufacturing; Paper and Forest Product Manufacturing