Customer Service Representative

Location: Ashland, VA

Description

As a Customer Service Representative for Pearson Packaging Systems, you will work closely with customers preparing estimates, planning and coordinating activities designed for commissioning, and the proactive/reactive leadership of field service projects from customer contact and/or receipt of PO through field startup. To be successful in this role, the CSR will ensure that the goals and objectives of the field installations are accomplished within the prescribed time frame and budget parameters. You will perform outbound calls to follow-up with customers and ensure customer satisfaction, answer inbound customer calls, prepare quotes and process orders, coordinate service schedules, and perform other service clerical duties as needed.

Does this sound like you?

You are a strong communicator.  You can clearly and concisely communicate with internal and external customers, both verbally and in writing. You have dynamic phone etiquette, superior customer retention skills, and can listen to customer feedback while showing empathy.

You are organized and detail oriented.  You are the most organized person you know, and consistently deliver accurate work.

You can navigate through change.  You see change as an opportunity to improve rather than an obstacle to overcome. You can quickly adapt to customer requests, schedule changes, and multi-task when needed.

You are a problem solver.  You can quickly address customer issues and provide sound judgement in a professional manner. You are persuasive, and a creative problem solver.

Responsibilities

How you will contribute to our growth:

  • By working closely with our customers to provide top-notch customer service and quickly addressing any issues as they arise in a professional manner
  • By preparing accurate quotes and process orders, and coordinating with internal and external customers regarding scheduling, scope, documentation, and contractual requirements of service orders to ensure a successful customer experience

Qualifications

What you will need to succeed:

  • Bachelor’s Degree in Business or a related field of study
  • 3+ years of formal customer service and complaint resolution experience in a fast-paced, business to business environment
  • Experience directing/coordinating technical resources and managing internal business processes
  • Experience with the Microsoft Office Suite, ERP systems (Epicor preferred), and CRM systems

Benefits

What we will offer you:

  • Competitive industry compensation
  • Our top-tier Health and Wellness Plan offers ease of mind and ensures that you and your family are well taken care of
  • Time and time again, we have been recognized amongst the most progressive workplaces in our industry
Pearson Packaging Systems is an Equal Opportunity Employer.