Customer Service Representative

Tampa, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $50,000.00 - $60,000.00

Work Schedule

Flexible

Benefits

Medical insurance

Dental Insurance

Vision Insurance

401k

retirement contribution

bonus

Paid vacation

Paid holidays

Tuition Reimbursement

Job Description

Packaging Corporation of America (PCA) is a distinguished Fortune 500 company known for its innovative solutions and leadership in the packaging industry. Specializing in corrugated packaging and white paper products, PCA strives to help a diverse range of customers package, transport, and display their products efficiently and with environmental responsibility. With a workforce of approximately 15,000 team members spread across over 100 locations within the United States, PCA is dedicated to delivering exceptional customer service and operational excellence tailored to meet both local and national needs. Their mission emphasizes serving customer needs today and tomorrow with products and services that exceed expectations on performance and sustainability.

Operating at the intersection of people, customers, and trust, PCA fosters a collaborative environment that values relationships and innovation. The company is well-regarded for its commitment to safe practices, environmental stewardship, and community involvement, making it a preferred partner in the packaging sector.

The role of Customer Service Representative (Onsite) at PCA’s fabricating facility in Tampa, FL, is a vital position responsible for delivering superior support and service to customers. This fully onsite role demands a detail-oriented individual who can manage customer inquiries related to product availability, pricing, freight rates, order allocations, delivery schedules, and billing adjustments. The Customer Service Representative will be the direct communication link between customers and cross-functional teams such as design, sales, and production to ensure timely order processing and issue resolution. This position requires handling new orders, monitoring ongoing order status, resolving complaints, and maintaining accurate customer files. It plays a crucial part in managing inventory levels and coordinating production schedules to meet customer demands effectively.

Working at PCA provides competitive benefits including medical, dental, and vision insurance, a 401(k) plan with employer contributions, bonuses, generous vacation and holiday time, and tuition reimbursement programs. The starting salary range for this position is $50,000 to $60,000 annually, supplemented by performance-based bonuses. PCA seeks team members who thrive in a fast-paced environment, can handle multiple tasks simultaneously, and exhibit strong communication and organizational skills. The company values candidates who can build and maintain positive business relationships and who are committed to exceeding customer expectations consistently.

In summary, this Customer Service Representative role offers an excellent career opportunity at a leading packaging company where employees are supported, valued, and empowered to contribute to both customer satisfaction and the company’s success. The role requires a balance of customer focus, operational precision, and effective teamwork, providing a rewarding career pathway within a well-established Fortune 500 company committed to sustainability and innovation in packaging solutions.

Job Requirements

Education equivalent to high school diploma required
Two years’ previous work experience in a customer service role
Experience handling customer orders on order entry system
Strong working knowledge of Microsoft Word, Excel, and Outlook required
Ability to work flexible hours or overtime as needed
Strong attention to customer satisfaction
Ability to manage multiple tasks simultaneously under deadlines
Excellent communication and interpersonal skills
Experience with billing issue resolution
Ability to maintain organized customer and inventory records
Positive team-oriented attitude

Job Qualifications

Education equivalent to high school diploma
Two years’ previous work experience in a customer service role
Experience handling customer orders on an order entry system
Strong working knowledge of Microsoft Word, Excel, and Outlook
Associates degree or college business coursework preferred
Previous experience using automated order entry systems preferred
Previous experience in manufacturing, containerboard and corrugated packaging industry preferred
Strong attention to meeting and exceeding customer expectations
Ability to network and build relationships
Strong active listening and evaluating skills
Strong analytical skills and attention to detail
Ability to work in a fast-paced, deadline-oriented environment
Above average written and verbal communication skills
Strong organizational skills
Previous experience working in a team environment preferred
Ability to work flexible hours or overtime as needed

Job Duties

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
Coordinate customer requests for product specifications, availability, shipping, quotations, estimates, and samples
Serve as a link between the customer and design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints
Maintain organized customer files
Investigate and resolve customer complaints including billing issues and escalate to manager or appropriate internal departments when needed
Manage on-hand inventory levels and reconcile to customer orders, forecast and just in time schedules including taking physical inventory at month end