Customer Experience Specialist II

A lot has changed in the 40 years we’ve been doing business in the mailer industry.

The speed of doing business.

The way people communicate.

Ordering.

Processing.

Packaging.

Shipping.

It’s all evolved in major ways.

But at PAC Worldwide, as much as we adapt to the ever-changing world -always communicating, always thinking, always looking for the next smart solution
– there’s one thing that will never change: our commitment to doing business the right way.

We put people first.

We Listen better than anyone else.

We take care of our customers.

All while doing our part, caring for our planet.

It’s simply part of our culture.

We may have grown and expanded globally over the years, but we’re still a family-owned business.

And treating our people, our partners, and our customers like family is at the heart of who we are.

Our collaborative approach and genuine desire to see our clients succeed continually drives us to be innovative–finding smarter, better, more efficient ways to get the job done.

At PAC Worldwide, we’ve spent over four decades solving problems, building reputations, gaining trust, and protecting the things that people care about.…and we plan to keep on doing so, for a very long, long time.

The  Customer Experience Specialist  is an integral part of the sales team, responsible for managing customer relationships, monitoring shipping/receiving, inventory control and demand management for assigned accounts, order management, billing and invoicing, purchasing, and outsourcing for finished goods or special projects.

This position supports the sales team and will develop relationships with all manufacturing plants, warehouses and vendors.

*Please note this position can be located at any of our plants in the USA: Phoenix, AZ; Middletown, OH; Bethlehem, PA or Atlanta, GA

Essential Duties and Responsibilities:

• Responsible for timely customer service for assigned accounts or regions.

  Manage deadlines for all customer requirements and ensure customer’s expectations of timeliness, information flow and product delivery are met.

• Receives customer orders via various media include Email, phone and electronic EDI feeds as needed and enters them into computer system for processing with accuracy and an eye for details.
• Confers with customers by telephone or e-mail in order to provide information about products and services, to take orders, to give pricing quotations, to obtain details on customer complaints and to update customers regarding their order status or changes in a professional and timely manner.
• Works closely with sales representatives to understand customers’ needs, order history, customer order progress, complaints, pricing changes and account status.
• Establishes, maintain and update files, databases, records, reports and/or other documents for customer accounts as needed.
• Analyze and recommends improvements in processes, products, packaging, shipping, service or billing methods and procedures to prevent problems, reduce costs and/or satisfy customer needs.
• Keeps records of customer interactions and transactions, recording details of the inquiry and any action taken.
• Works with customers, transit department, production and accounting to coordinate returns, credits and replacement orders as needed.
• Works with outside vendors and all PAC facilities on new product inquiries and orders.
• Works with new customers on credit application process, proper forms and new account set up.
• Knowledge & functionality of PAC software, including but not limited to, D365, CRM, EDI and any special software utilized by assigned Customers.
• Develop an intimate knowledge of customer’s and PAC’s SKUs.
• Develop, process and analyze quoting options, including product, freight, art and any additional process required by Customers or Sales.
• Other duties and responsibilities as required, related to Customers and Sales support.

Qualifications:

General:

• Excellent oral and written communication skills
• Excellent attention to detail, problem solving and follow-up
• Strong sense of urgency and time management skills
• Highly motivated individual that works well in a team environment
• Ability to communicate clearly and diplomatically to all internal & external customers
• Must be able to adapt and work efficiently in a fast-paced environment.
• Must be able to work independently.
• Ability to make administrative/procedural decisions and judgments.
• Strong computer skills required; proficient knowledge of Microsoft Excel, Word and Outlook
• Must possesses professional appearance and presentation
• Must be prompt and dependable

Education and/or Experience:

• 2-3 years’ experience working in customer service
• 2-3 years’ experience working manufacturing facility
• Minimum of a High School Diploma or GED is required
• Associates Degree or college certification(s) are highly regarded
• Experience with graphics programs include Adobe Illustrator will be beneficial but not required

Language Skills:

• Must be capable of speaking, reading and writing English and have excellent written, verbal and interpersonal skills.

Mathematical Skills:

• Possess ability to work with mathematical concepts, such as, probability and statistics.

  Apply concepts, such as, fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

• Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  Must be able to use good judgement and ask questions as needed.

Computer Skills:

• Must be computer literate and efficient in the use of Microsoft Office programs
  – Required Function
• Must be capable of using ERP system for order entry and purchase order review
• Must be able to learn and apply new office programs or modules in the ERP as required

ABOUT US

At PAC, you can go to work knowing that you are helping to protect the things people care about, with a company who protects YOU!

The packaging that we manufacture reaches virtually all corners of the earth.  Innovation and invention are as important as ever to our growth moving forward.

As we think of our humble beginnings, we are proud of what we have accomplished and excited for what the future holds.

Come grow with us!– our Mission Statement: PAC_Mission_English

And here is a sneak peek of what PACLife looks like – PAC Life

PAC Worldwide is an Equal Opportunity Employer.