Customer Service Representative

Location: Spokane, WA and Ashland, VA


We are looking for an experienced Customer Service Representative to ensure the highest level of satisfaction for Pearson customers. The ideal candidate will posses superior communication skills and will be responsible for creating estimates, planning, and coordinating activities for designed commissioning, and 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.


  • Perform outbound calls to follow-up on services recently delivered and regularly contact key account representatives to promote customer satisfaction and retention
  • Review all customer surveys and communicate findings to leadership and marketing team; follow up to ensure all issues are resolved to the customer’s satisfaction
  • Communicate order progress to customers and follow order progress through to completion
  • Answer inbound customer service calls and respond to customer requests
  • Prepare quotes and process orders for new machine commissioning, aftermarket machine upgrades and refurbishments, and reactive machine service requests
  • Coordinate with internal and external stakeholders regarding the scheduling, scope, documentation, and contractual requirements of service orders to ensure clear definition for a successful customer experience
  • Perform additional customer service clerical duties, including travel arrangements, dispatching, service invoicing, reviewing and authorizing trip reports, review parts requests, and appropriately filing service reports and supporting data
  • Serve as back-up to the receptionist as needed


  • Bachelor’s Degree in Business or a related field of study
  • Minimum of 3 years of formal customer service and complaint resolution experience in a fast-paced environment
  • Demonstrated ability to successfully manage assigned projects, including  experience directing/coordinating technical resources and managing internal business processes
  • Demonstrated ability to show empathy and listen to customer feedback to improve customer experiences and overall retention
  • Excellent verbal and written communication skills and telephone etiquette, plus proofreading and basic math skills
  • Demonstrated ability to provide sound judgment and the ability to lead and organize cross-functional meetings and people in a professional manner
  • Excellent organizational, multi-tasking, presentational, and problem-solving skills, with an attention to detail
  • Experience with the Microsoft Office Suite, ERP systems (Epicor preferred), and CRM systems


  • Top-tier benefit plan including Medical, Dental, Vision, Lift, Short and Long-Term disability, and EAP
  • 401K with matching contributions
Pearson Packaging Systems is an Equal Opportunity Employer.