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
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. Begin 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
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 coaching 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, 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
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 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.