MGR-CUSTOMER SERVICE

Packaging Corporation of America - Minneapolis, MN

Full-time - Manager

Minneapolis, MN

10,001+ employees

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Service Manager at Packaging Corporation of America (PCA) is responsible for overseeing and coordinating the customer service functions within the plant. This role focuses on ensuring that customer needs are met effectively and professionally, with an emphasis on exceeding expectations in order processing, delivery, and overall service quality. The manager will lead a team of Customer Service Representatives, interact with various departments, and continuously strive to improve customer service standards.

Responsibilities

• Provide ongoing support and direction to Customer Service Representatives for accurate order entry and processing.
• 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.
• Provide ongoing direction, guidance, training, and support to staff, including personnel decisions.
• Strive to continuously improve customer service standards by establishing and supporting plant goals and quality standards.
• Investigate and resolve customer complaints, including billing issues or credit requests.
• 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.

Requirements

• Education equivalent to a bachelor's degree.
• Seven (7) years' previous work experience in a customer service role.
• Previous experience in managing people, including hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system and maintaining strong customer relationships.
• Strong working knowledge of computer systems, including Microsoft Word, Excel, and Outlook.

Nice-to-haves

• Bachelor's degree in Business.
• Previous experience using an automated order entry system.
• Experience in the manufacturing sector, specifically in containerboard and corrugated packaging.