Senior Customer Service Representative

Pacific Western Container, a division of Blower Dempsay Corporation, is a family-owned business in the heart of Santa Ana. Our mission is to help businesses flourish through innovative packaging solutions.

We are experts in all areas of packaging and merchandising – concept development, planning, design, engineering, printing, manufacturing, consumer trends analysis, and project management.

We offer competitive benefits and the ability to work with a team of talented individuals. We are currently recruiting for a Senior Customer Service role in our Santa Ana, CA location. Listed below are the requirements for the position.

Job Summary:

The Senior Customer Service Representative will be responsible for planning, executing, and finalizing projects within the corrugated paper industry, ensuring they are completed on time, within scope, and within budget. This role involves coordinating internal resources and third-party vendors, managing timelines, and ensuring that all project deliverables meet the required quality standards. The ideal candidate will have strong leadership skills, a deep understanding of the corrugated paper industry, and the ability to manage multiple projects simultaneously.

Key Responsibilities:

• Project Planning and Management:
  • Define project scope, goals, and deliverables in collaboration with senior management and stakeholders.
  • Develop detailed project plans, schedules, and budgets.
  • Allocate resources and manage project teams to ensure project milestones are met.
  • Monitor project progress and make adjustments as needed.
  • Perform other job duties as needed.
• Stakeholder Communication:
  • Serve as the main point of contact for all project-related communications.
  • Communicate project expectations to team members and stakeholders in a timely and clear manner.
  • Prepare and deliver regular project status reports to stakeholders.
• Quality Assurance:
  • Ensure that all projects are delivered on time, within scope, and within budget.
  • Implement and maintain project management best practices to ensure quality and efficiency.
  • Conduct quality assurance checks and ensure that project deliverables meet industry standards.
• Risk Management:
  • Identify potential project risks and develop mitigation strategies.
  • Monitor and report on risks, and take corrective actions as necessary.
• Vendor and Resource Management:
  • Coordinate and manage relationships with third-party vendors, suppliers, and partners.
  • Negotiate contracts and ensure that vendor performance aligns with project requirements.
  • Manage project resources, including personnel, equipment, and materials.
• Continuous Improvement:
  • Review and analyze project outcomes to identify areas for improvement.
  • Implement lessons learned in future projects to enhance efficiency and effectiveness.

• Education:
  • Bachelor's degree in Business Administration or a related field, or equivalent work experience preferred.
• Experience:
  • 3-5 years of project management experience in the manufacturing, packaging, or corrugated paper industry.
  • Proven experience managing projects from initiation to completion.
  • Strong understanding of the corrugated paper manufacturing process and industry standards.
• Skills:
  • Excellent leadership, organizational, and time-management skills.
  • Strong problem-solving and decision-making abilities.
  • Proficient in project management software (e.g., MS Project, Asana, or similar tools).
  • Exceptional communication and interpersonal skills.
  • Ability to manage multiple projects simultaneously.

Key Competencies:

• Attention to detail and a commitment to quality.
• Ability to work under pressure and meet tight deadlines.
• Strong analytical and strategic thinking skills.
• Flexibility and adaptability to changing project requirements.

Work Environment:

• This role may involve working in both office and manufacturing environments.
• Occasional travel may be required to meet with clients, suppliers, and team members at different sites.