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CUSTOMER SERVICE PROFESSIONAL I

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Job ID:
R14128
Location:
Veritiv – Toronto ON
City:
Mississauga
State:
ON
Position Description

(16 month temporary contract)

Duties & Responsibilities:

  • Process regular orders, future orders, hold orders, inter-branch transfers, sample orders (where applicable), converting orders received through any channel such as phone, fax, mail, EDI and web
  • Ensure that required minimum and service standards are adhered to, recommend additional products to assist the customer to reach their minimum order value
  • Ensure pricing, operating principles and procedures are followed
  • Verify tax (where applicable), as well as high & low margins triggers at time of order entry
  • Provide order confirmation to customers verbally, via fax or email as required
  • Perform daily backorder review
  • Expedite customer backorders based on the customer need and the criticality of the items
  • Find resolution to customer inquiries and complaints in a way that drives customer satisfaction and ensures profitability in regards to product availability, product specifications, product recommendations and usage inquiries
  • Respond to pricing, billing, order status, late deliveries, short ship and proof of delivery issues
  • Ensure customer service issues are resolved by liaising with other departments
  • Redirect requests to appropriate departments as required based on the customer’s need

    Required Skills:

  • Customer and operational programs: business practices, policies and procedures, service matrix and delivery schedules.
  • Familiarity with order processing, tracing and expediting, pricing structure and order to cash cycle.
  • Product and market knowledge: ability to describe the applications of the product for the customer, understanding of the specific needs of our primary customer business segments, ability to identify appropriate substitutes of competitive brands
  • Programs/Tools: Compass, Outlook, WMS Crystal, Vendorsource, Fastrack, Docushare, IT suite, Microsoft Office

Required Experience/Education:

High school diploma with a minimum of two years’ experience in a customer service environment.



Veritiv is an Equal Opportunity/Affirmative Action employer. Individuals seeking employment are considered without regards to race, ethnicity, color, creed, religion, sex, sexual orientation, marital status, age, disability, gender identity or expression, genetic information, national origin, protected veteran status or any other classification protected by law. Additionally, Veritiv will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Veritiv’s legal duty to furnish information. If you would like more information about your EEO rights as an applicant, please click here:http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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