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CUSTOMER SERVICE PROFESSIONAL I

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Job ID:
R16541
Location:
Veritiv - Calgary AB
City:
Calgary
State:
AB
Position Description

Job Summary and Scope: 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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