Packaging Corporation of America

Customer Service Manager

Packaging Corporation of America • $80K — $95K *
Lancaster, PA 17603In-Person
Manufacturing & Automotive
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent education required.
  • 7 years of customer service experience preferred.
  • Experience in staff management including hiring, coaching, and performance evaluations.
  • Proven ability to manage customer orders and strengthen business relationships.
  • Strong computer skills, especially with Microsoft Word, Excel, and Outlook.

Responsibilities

  • Lead and support Customer Service Representatives to ensure order accuracy and timely processing.
  • Collaborate with production and shipping departments to meet customer delivery expectations.
  • Manage product sample requests by interfacing with design, sales, and production teams.
  • Provide training, guidance, and oversight to staff, including personnel decisions.
  • Focus on improving customer service quality by aligning with plant standards and goals.
  • Resolve customer complaints effectively, addressing billing and credit issues as needed.
  • Suggest enhancements for products and services to better meet customer needs.

Benefits

  • Three weeks of paid vacation annually, pro-rated in the first year.
  • Paid holidays throughout the year.
  • Immediate eligibility for health coverage for employees and dependents.
  • Automatic enrollment in life, AD&D, and disability coverage upon hire.
  • 401k plan with employer matching contributions available from day one.
Full Job Description
The Customer Service Manager is responsible for directing and coordinating the plant customer services functions in the most effective and professional manner to ensure that the customers' needs are exceeded.

PRINCIPLE ACCOUNTABILITIES:
  • 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.

BASIC REQUIREMENTS:
  • 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.

PREFERRED REQUIREMENTS:

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

KNOWLEDGE, SKILLS & ABILITIES:

  • 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.


COMPENSATION AND BENEFITS

  • Starting salary range for position: $80,000-95,000.
  • Bonus: Annual - Based upon individual contribution and overall, Company performance.
  • Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year.
  • Paid Holidays.
  • Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision - and are automatically enrolled in life, AD&D, and disability coverages.
  • Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions
  • Disclaimer: The Compensation and Benefits information in this posting represents PCA's good faith and reasonable estimate of what it may pay for this position. The Company reserves the right to modify this information at any time, subject to applicable law.


Qualified Applicants must apply at careers.packagingcorp.com to be considered.

About Packaging Corporation of America

Packaging Corporation of America (PCA) is the fourth largest producer of containerboard and corrugated packaging products in the United States. Our focus on a single line of business not only differentiates us from our major competitors, but also helps us achieve levels of operational excellence that are highly respected within the industry. A leader in integration, PCA converts approximately 83% of the containerboard it produces into finished corrugated containers for a broad base of both local and national accounts. With 2012 net sales at a record $2.8 billion and 8,600 employees, PCA produced 2.6 million tons of containerboard and shipped 34.7 billion square feet of corrugated products

**Packaging Corporation of America Careers**

Join the dynamic team at Packaging Corporation of America (PCA), a leading provider of packaging solutions, and be part of a company that values innovation, leadership, and diversity. At PCA, we offer a range of job opportunities that allow you to put your skills to work in a thriving environment that fosters growth and professional development.

Work You’ll Do

At PCA, you will collaborate with some of the most talented professionals in the industry. Our culture is built on a foundation of respect, integrity, and commitment, where each team member’s contribution is valued. Engage in work that makes a difference, not just within the company but also in the world of packaging solutions, driving sustainability and efficiency.

Innovate and Lead

Embrace the opportunity to lead projects that challenge the status quo and advance your leadership skills. PCA is at the forefront of packaging innovation, and by joining our team, you will play a pivotal role in shaping the future of packaging. Our leadership and diversity training ensure that you are equipped to make impactful decisions that promote inclusivity and creativity.

Career Growth and Development

PCA is committed to the career progression of our employees. Whether you are looking for a position straight out of college or are a seasoned professional, PCA offers career paths that help you achieve your ambitions. With our extensive training programs and networking opportunities, you can enhance your abilities and advance your career within the company.

Internship Programs

Start your career journey with PCA through our internship programs. Gain hands-on experience, work on real projects, and learn from leaders in the industry. An internship at PCA not only enhances your resume but also gives you a taste of what it’s like to work in a leading packaging company, making it a valuable first step in your professional life.

Benefits and Culture

At PCA, we understand that our employees are our greatest asset. That’s why we offer competitive benefits to ensure their well-being and support their work-life balance. From health and wellness programs to flexible working conditions, we prioritize the needs of our team members.

Join Our Team

Explore the job opportunities at Packaging Corporation of America and find the position that matches your skills and interests. We are continuously hiring and looking for individuals who are passionate, curious, and eager to drive innovation in the packaging industry.

Stay Connected

Keep up to date with the latest developments at PCA and in the packaging industry. Follow our careers blog for tips on preparing your resume, acing your interview, and succeeding in your new role. Join our community of driven professionals and see where your career at PCA can take you.

Apply Now

Ready to take the next step in your career? Search open positions at Packaging Corporation of America, personalize your job alerts, and apply today. Discover the exciting and rewarding career opportunities that await you at PCA.

SEARCH PCA JOBS

Join Packaging Corporation of America and be part of a company that is leading the way in innovative and sustainable packaging solutions. Your future starts here!
Learn more about Packaging Corporation of America
Size
15,200 employees
Market Cap
$11.8 billion
Industry
Food & Beverages
Net Income
$461.1 million
Founded
1959
5 Year Trend
+6%
Revenue
$6.6 billion
NASDAQ
PKG
* Ladders Estimates

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