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CUSTOMER SERVICE PROFESSIONAL

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Job ID:
R16247
Location:
Veritiv - Fairfield (Office) OH
City:
Fairfield
State:
OH
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

The Customer Service Professional position is in our Packaging segment and is responsible for building customer loyalty and confidence by receiving and responding to customer inquiries via all channels.  Works directly with the customer and sales professional as a main source for Veritiv’s products, service, and problem resolution.  Ensures that customer expectations are met.  Continually strives to improve customer relationship.

Job Responsibilities:

  • Communicates with customer to understand needs and concerns
  • Develops solutions for customer independently as well as with field rep or manager
  • Performs basic merchandising and order placement independently or with assistance from internal merchandising team supporting the direct order entry and follow up on those orders
  • Places, Monitors, and Tracks customer orders received
  • Manages and tracks all back order and open orders
  • Processes credits and returns in a timely manner
  • Identifies, monitors and resolves potential problematic customer issues including service failures etc.
  • Maintains open lines of communication with external and internal customers
  • Solves a range of straightforward problems; analyzes possible solutions using standard procedures
  • 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 toolset to organize and communicate
  • Upsells, Cross sells and substitutes items                            
  • Contributes to providing a safe work environment
  • Performs other related duties and responsibilities as required or assigned

    Required Skills

  • Punctual and regular attendance
  • Good customer service skills (friendly, courteous and helpful)
  • Good communication skills (listening, verbal and written)
  • Basic negotiation skills
  • 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, set and consistently achieve goals, strong time management skills
  • Good team player (peers, other functions, management)
  • Good understanding of Veritiv products, services, processes and procedures
  • Demonstrates a willingness to learn
  • Good system skills including but not limited to: Salesforce, Zilliant/P2P, Uniscore/MAX, SFD/DataPoint, Microsoft Word and Excel
  • Can communicate to all levels within the organization

    Required Experience

  • College degree preferred
  • 2-5 years Customer Service experience required 
  • 2-5 years industry experience preferred 
  • Working Conditions/Physical Requirements: Office 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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