Supply Chain/Customer Service Specialist

Full job description

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

Position Summary:
The Supply Chain Specialist is responsible for providing superior service to customers. 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 Supply Chain Specialist is responsible for resolving complaints and requests for billing adjustments. The Supply Chain Specialist normally handles larger and more complicated customer accounts and orders.

Principle Accountabilities:

 

• Receive, process, and track assigned orders through to scheduling. 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 Representatives are informed of pertinent activity regarding individual accounts.
• Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples.
• Serve as a link between the customer, sales, and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Investigate and resolve customer complaints including billing issues and escalates to Manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconciles to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end.
• May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.
• Know and follow policies and procedures of the company, share information that would benefit other members of the team and find ways to improve the delivery of service to our customers.
• Strive to continually strengthen PCA’s business philosophy of meeting needs and exceeding expectation for customers specifically supporting PCA’s Commitment to Service which involves doing what’s right for our customers, focusing on strategies that add value and support growth, and keeping the promises that we make.

Decision Making:

• The individual is expected to use his/her knowledge and experience to gather relevant information; identify key issues and relationships; compare data from different sources; identify cause-effect relationships; and recommend solutions. As a company representative the employee must exercise discretion realizing that his/her interactions with customers must be in accordance with PCA policies and ethics.

Interactions:

• Internally, the Supply Chain Specialist proactively develops and maintains effective working relationships with internal contacts across the company including scheduling, shipping, sales, production, accounting, management, etc. Externally, the employee interacts with customers to provide excellent service.

Position Requirements:

• Bachelor’s degree or 5+ yrs. experience in a customer service role.
• Demonstrated proficiency with Microsoft Word, Excel, and Outlook.
• Strong verbal communication skills with the ability to network and build relationships with individuals of various experience and corporate levels both within and outside of the company.
• Five (5) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system and maintaining / building strong positive customer business relationships.
• Previous experience using an automated order entry system preferred.
• The 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.
• Able to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• 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 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.