WORK EXPERIENCE:

• 1-3 years of related job experience.

EDUCATION:

• Bachelor’s Degree Preferred
• High School Diploma/GED

JOB PURPOSE:

Our Customer Service Professional will be responsible for building customer loyalty and confidence by receiving and processing customer orders, inquiries and/or issues covering products ordered. This position is responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

JOB RESPONSIBILITIES:

• Communicate with allocated customers to develop a new relationship as well as foster existing ones.
• Provide proactive, quality service to customers while identifying opportunities to secure new business or support retention
• Act as the first point of contact for resolving customer queries and complaints
• Sharing expertise with team members on best practices for customer communication, issue resolution, and critical thinking
• Develop a relationship with sales team by being proactive and offering creative solutions
• Participate in training of system enhancements, applications, products, and new processes.
• Completes timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
• Works effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs
• Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel
• Perform other duties as assigned

ADDITIONAL RESPONSIBILITIES & QUALIFICATIONS:

• Ensure efficient order processing and fulfillment as well as enhancing customer satisfaction through effective communication within the CO-Packing & Retail Solutions Distribution division in Veritiv.
• Process customer orders, verify product availability, and facilitate order fulfillment through effective communication and ERP system management.
• Generate comprehensive weekly and monthly inventory reports, tracking levels and historical usage patterns.
• Maintain accurate documentation, such as shipping documents, packing lists, proforma invoices, and bills of lading.
• Manage precise inventory tracking, recording, and shipment of finished goods within the company’s ERP system.
• Communicate proactively with customers, vendors, and internal stakeholders, resolving issues promptly and professionally. Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Execute assigned tasks independently with minimal supervision, demonstrating reliability and self-management.
• Adhere to documented procedures, maintaining organized vendor and documentation files in compliance with company standards.
• Contribute to continuous improvement initiatives by identifying potential process enhancements and operational efficiencies.
• Able to plan, organize, and prioritize with minimal supervision.
• Proficient computer and technical skills.
• Customer service experience preferred.