Company Overview
Packaging Corporation of America (PCA) is the third-largest producer of containerboard in the United States and a leading manufacturer of uncoated freesheet in North America, based on production capacity. With a workforce of approximately 15,400 employees, PCA operates exclusively within the United States.
The company’s Packaging segment includes seven containerboard mills and around 85 corrugated converting plants. In 2024, PCA produced approximately 294 billion square feet (BSF) of containerboard and shipped 67 BSF of corrugated products.
The Paper segment, operating under the trade name Boise Paper, manufactures and distributes white papers, including both commodity and specialty paper products.
In 2024, PCA reported net sales of $8.4 billion. The company’s corporate headquarters are located in Lake Forest, Illinois.
At PCA, we combine high-quality products with an experienced and innovative service team to deliver customized packaging solutions. “Choosing Packaging Corporation of America means partnering with a team that values integrity, collaboration, and trust. We are committed to building strong relationships and providing innovative packaging solutions with exceptional service.”
About the Job
As a Fortune 500 company, Packaging Corporation of America (PCA) is dedicated to providing innovative ideas and solutions. Our corrugated packaging business strives to be an industry leader in helping customers—both large and small—package, transport, and display a wide variety of products. Meanwhile, our white paper division, operating under Paper With Purpose, is committed to delivering exceptional customer service and operational excellence.
With a team of approximately 15,000 employees across more than 100 locations in the United States, PCA remains focused on meeting the evolving needs of our customers. Our mission is to exceed expectations by providing high-quality products and services while upholding environmental responsibility.
Core Values
✅ People
✅ Customers
✅ Trust
Position: Customer Service Representative
The Customer Service Representative (CSR) plays a critical role in delivering outstanding service to our customers. Responsibilities include addressing inquiries related to product availability, pricing, freight rates, allocations, and delivery timelines, as well as processing new orders and monitoring their status. Additionally, the CSR will handle complaints and billing adjustments, ensuring a seamless customer experience.
Key Responsibilities
- Receive, process, and track assigned orders through scheduling, coordinating with internal departments to ensure accuracy, timely delivery, and proper invoicing.
- Communicate key customer account updates to relevant internal teams, including sales representatives.
- Handle customer requests related to product specifications, availability, shipping, pricing, estimates, and samples.
- Act as a liaison between customers and internal teams (design, sales, production) to fulfill order requirements, including scheduling production, confirming delivery dates, managing order changes, and resolving issues.
- Maintain well-organized customer files.
- Investigate and resolve customer complaints, including billing concerns, escalating issues when necessary.
- Manage on-hand inventory levels, reconcile with customer orders and forecasts, and conduct month-end physical inventory counts as needed.
Basic Qualifications
- High school diploma or equivalent required.
- Minimum of two (2) years of experience in a customer service role, handling customer orders through an order entry system while building and maintaining strong business relationships.
- Proficiency in Microsoft Office, including Word, Excel, and Outlook.
Preferred Qualifications
- Associate degree or college coursework in business.
- Experience using an automated order entry system.
- Previous experience in manufacturing, particularly in the containerboard and corrugated packaging industry.
Key Skills & Competencies
✔ Customer-Centric Mindset – Dedicated to meeting and exceeding customer expectations.
✔ Relationship Building – Ability to network and connect with individuals at various levels.
✔ Active Listening & Problem-Solving – Strong analytical and evaluation skills.
✔ Detail-Oriented & Multi-Tasking – Comfortable reviewing multiple documents and managing competing priorities.
✔ Adaptability in Fast-Paced Environments – Ability to work efficiently under deadlines.
✔ Strong Communication Skills – Capable of effectively conveying information in both written and verbal formats, including over the phone.
✔ Organizational Excellence – Skilled in handling numerous tasks, deadlines, and requests efficiently.
✔ Team Player – Prior experience working in a team environment or an understanding of the importance of open communication.
✔ Flexibility – Willingness to work overtime or flexible hours as needed.
This role offers an exciting opportunity to be a part of PCA’s customer-focused team, where you will contribute to our mission of delivering high-quality products and exceptional service.