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 at 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 to maintain operational efficiency, 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 ensure on-time delivery.
• Coordinate new customer requests for product samples, specifications, pricing, and availability.
• Provide direction, guidance, training, and support to staff, including personnel decisions.
• Continuously improve customer service standards by supporting plant goals and quality standards.
• Investigate and resolve customer complaints, including billing issues and credit requests.
• Recommend changes to products, services, policies, and operations to better fulfill customer needs.
• Manage inventory levels and reconcile with customer orders and forecasts.

Requirements

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

Nice-to-haves

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