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CUSTOMER SERVICE PROFESSIONAL I

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Job ID:
R16227
Location:
Veritiv - Toronto ON
City:
Mississauga
State:
ON
Position Description

TEMPORARY CONTRACT (15 months)

To build customer loyalty and confidence by receiving and responding to customer inquiries via all channels.  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.

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
  • Seeks assistance from team members when necessary.
  • Recommends solutions for customer independently as well as with field rep or manager
  • Completes basic item look-up/sourcing and order placement independently or with assistance from Field Sourcing  team.  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
    • Requests  credits and enters returns in a timely manner
    • Maintains delivery status and order source tracking to ensure successful and on-time delivery
  • Identifies, monitors and recommends solutions to customer concerns including service failures.
  • Maintains open lines of communication with external and internal business partners (Sales/Operations/Credit).
  • Solves a range of basic straightforward problems; analyzes possible solutions using standard procedures
  • Uses product, market and fundatmental knowledge in combination with Veritiv processes, procedures and applications to ensure customer satisfaction                                                                                               
  • Uses available resources to organize and communicate
  • Performs other related duties and responsibilities as required or assigned    

    Required Skills:

  • Presents a professional image
  • Good customer service skills (friendly, courteous and helpful)
  • Good communication skills (listening, verbal and written)
  • High level of detail/high quality of work output
  • Ability to recognize and resolve basic issues independently or with assistance from peers
  • Consistently exhibits high level of motivation and sense of urgency, follow-up and straightforward problem solving skills
  • Ability to prioritize, and achieve goals as set out by management,
  • strong time management skills
  • Demonsrates a collaborative approach when  working with members within the organization
  • Demonstrates a willingness to learn
  • Good Veritiv system skills including but not limited to: Salesforce.com,Compass, IT suite, Electronic Replenishment System (ERS), , Microsoft Office (Word,Excel and Outlook);  Zilliant/P2P; Uniscore/SFD/VOS
  • Contribute to providing a safe work environment
  • Possesses a desire to learn and grow

    Required Experience/Education:

  • Customer Service experience 1-3 years required. 
  • Industry experience 1-3 years preferred. 
  • High School diploma/GED required, Associates/Bachelor degree preferred.


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