Customer Service Representative

at  Veritiv

WORK EXPERIENCE:

• 1-3 years of related job experience.
• Ability to work quickly and efficiently.
• Excellent verbal, written, people, and diplomacy skills are required.
• Strong customer service skills (friendly, courteous and helpful).
• Strong planning and organization skills are required.

EDUCATION:

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

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 will maintain 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:

• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Proficient computer and technical skills.
• Decision-making skills and independent judgment.
• Ability to manage customer challenges in a professional and decisive manner.
• Customer service experience preferred.