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CUSTOMER SERVICE PROFESSIONAL II

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Job ID:
R16107
Location:
Veritiv - Jacksonville (Office) FL
City:
Jacksonville
State:
FL
Veritiv has an expansive North American network with more than 180 locations, and we do business with
more than half of the Fortune 500. We're a big company, but we’re also a new company, shaping our
systems and processes to support a successful and sustainable future. We don't just encourage an
entrepreneurial spirit, we embody it.
Are you looking to join a company where you feel empowered in your work and your job is not just a job,
but a path toward a rewarding and successful career? Do you want to be part of a company that
customers and suppliers not only want to do business with but need to do business with?
If you answered yes, then Veritiv might be the place for you. We encourage you to learn about and apply
to Veritiv if you seek a unique work experience, where diverse ideas are met with enthusiasm, and where
you can realize your full potential.

Position Description

To build customer loyalty and confidence by receiving and responding to customer inquiries via all sources.  Work directly with the customer and sales professional as a main source for Veritiv products, service, and problem resolution.  Ensure that customer expectations are met.  Continually strive to improve customer relationship.  The CSP II  will act as a resource to CSP I and provides assistance with more complex issues.

Job Responsibilities:

  • Responds to incoming calls, e-mails and other requests from customers and internal business partners
  • Communicates with customer to understand needs and concerns
  • Develops solutions for customer independently, with field rep or manager
  • Completes thorough  item look-ups/sourcing (using Veritiv search tools and Vendor websites).    Order entry and follow up on those orders.
  • Oversees maintenance and follow up on stock, indirect, and direct orders.
    • Manages and track all back order and open orders
    • Process credits and returns in a timely manner
    • Maintains delivery status and order source tracking to ensure successful and on-time delivery
  • Identify, monitor and resolve potential problematic customer issues including service failures etc.
  • Maintains open lines of communication with external and internal customers (Sales/Operations/Credit)
  • Solves a range of complex problems; analyzes possible solutions using standard procedures
  • Based on location, manage, converting and kitting using established policies and procedures. Beginn to train and mentor other team members.
  • Recommends changes in process and procedures based on customer feedback
  • Uses product, market and functional knowledge in combination with Veritiv processes, procedures and applications to ensure customer satisfaction
  • Uses available t resources to organize and communicate
  • Cross sell, substitute items and the ability to up sell
  • Assist in the depletion of D&E inventory
  • Is recognized by peers to be subject matter expert (SME)
  • Ability to take on additional responsibilities through team initiatives and special projects
  • Ability to source with suppliers independently  
  • Responsible for the most profitable, complex and high profile customers
  • Recognizes and identifies possible customer concerns and is able to mitigate problems.
  • Possesses a desire to learn and grow

Required Skills:

  • Presents a professional image
  • Strong customer service skills (friendly, courteous and helpful)
  • Strong communication skills (listening, verbal and written)
  • High level of detail/quality of work
  • Possesses the ability to develop negotiation skills
  • Possesses the ability to develop peer to peer coachingskills
  • Ability to recognize and resolve majority of issues independently
  • Consistently exhibits high level of motivation and sense of urgency, exceptional follow-up and problem solving skills
  • Ability to prioritize, and consistently achieve goals as set out by management,
  • strong time management skills
  • Strong team player (peers, other functions, management)
  • Strong understanding of Veritiv products, services, processes and procedures
  • Demonstrates a willingness to learn
  • Proficient in Veritiv’s systems skills including but not limited to: Salesforce,com,Compass, IT suite, Electronic Replenishment System (ERS); Zilliant/P2P, Uniscore/SFD/VOS and Microsoft Office (Word, Excel and Outlook)
  • Ability to identify and escalate issues to CSP III or management team.
  • Contribute to providing a safe work environment

Required Experience/Education:

  • Customer Service experience 3-5 years preferred. 
  • Industry experience 2-5 years preferred. 
  • High School diploma/GED required, Associates/Bachelor degree strongly preferred.

Working Conditions/Physical Requirements:

  • Business Professional Office Environment
  • Physical Requirements:
    • Physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
    • Physical activities required of this job include, but are not limited to: bending, carrying, climbing, crouching, feeling, finger movement, grasping, hearing, kneeling, lifting, pulling, pushing, reaching, repetitive motions, seeing, standing, sitting, stooping, talking, twisting, walking, and walking on irregular surfaces.



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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