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CUSTOMER SERVICE REPRESENTATIVE

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Job ID:
R16604
Location:
Veritiv - La Palma CA
City:
La Palma
State:
CA
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

Job Summary and Scope: 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. 

Job Responsibilities:

  • Communicates with customer to understand needs and concerns
  • Develops solutions for customer independently, with field rep or manager
  • Does in-depth merchandising and order placement supporting the direct order entry and follow up on those orders.
  • Place, Monitor, and Track customer orders received.
  • Manage and track all back order and open orders
  • Process credits and returns in a timely manner
  • Identify, monitor and resolve potential problematic customer issues including service failures etc.
  • Maintain open lines of communication with external and internal customers
  • Solves a range of straightforward problems; analyzes possible solutions using standard procedures
  • Manage consignment, converting, kidding, slitting and customer dedicated inventory via established policies and procedures.
  • Assist in the training and mentoring of customer service professionals
  • 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
  • Upsell, Cross sell and substitute items                                                                           
  • Performs other related duties and responsibilities as required or assigned  
  • Is recognized by peers to be subject matter expert (SME)                                           
  • Is able to lead team initiatives
  • Responsible for the largest and most profitable customers
  • Recongizes and identifies possible customer concerns and is able to mitigate problems.

Required Skills:

  • Punctual and regular attendance
  • Strong customer service skills (friendly, courteous and helpful)
  • Strong communication skills (listening, verbal and written)
  • Negotiation skills
  • 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, set and consistently achieve goals, 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
  • Strong 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
  • Contribute to providing a safe work environment

Required Experience/Education:

  • Customer Service experience 5-10 years preferred. 
  • Industry experience 2-5 years preferred. 
  • High School diploma/GED required, Associates/Bachelor degree strongly preferred.

Working Conditions/Physical Requirements:

  • Office Environment
  •  Includes sitting, standing, seeing, speaking, listening, walking, bending.



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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