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Job ID:
Veritiv - Calgary AB
Position Description

Position Summary:

To provide exceptional Customer Service to valued Facility Solutions and Packaging customers based on the criteria set within specific customer programs.

Duties & Responsibilities:

  • Process regular orders, future orders, hold orders, inter-branch transfers, sample orders (where applicable), converting orders received through any channel such as phone, fax, mail, EDI and web
  • Ensure that required minimum and service standards are adhered to, recommend additional products to assist the customer to reach their minimum order value
  • Ensure pricing, operating principles and procedures are followed
  • Verify tax (where applicable), as well as high & low margins triggers at time of order entry
  • Provide order confirmation to customers verbally, via fax or email as required
  • Perform daily backorder review
  • Expedite customer backorders based on the customer need and the criticality of the items
  • Find resolution to customer inquiries and complaints in a way that drives customer satisfaction and ensures profitability in regards to product availability, product specifications, product recommendations and usage inquiries
  • Respond to pricing, billing, order status, late deliveries, short ship and proof of delivery issues
  • Ensure customer service issues are resolved by liaising with other departments
  • Redirect requests to appropriate departments as required based on the customer’s need

Required Skills:

  • Customer and operational programs: business practices, policies and procedures, service matrix and delivery schedules.
  • Familiarity with order processing, tracing and expediting, pricing structure and order to cash cycle.
  • Product and market knowledge: ability to describe the applications of the product for the customer, understanding of the specific needs of our primary customer business segments, ability to identify appropriate substitutes of competitive brands
  • Programs/Tools: Compass, Outlook, WMS Crystal, Vendorsource, Fastrack, Docushare, IT suite, Microsoft Office

Required Experience/Education:

  • High school diploma with a minimum of two years’ experience in a customer service environment.

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