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
Responsible for the operation and performance of the Aerospace Customer Service Center. Functional responsibilities encompass the management of customer service, sourcing, purchasing, quality, and business analysis for the aerospace business in North America. Recruits and retains a high performing team, establishes and implements service standards, operations and efficiencies of the Aerospace Customer Service Center. Develops strategies and processes to accomplish aerospace business and company goals. Frequent interaction with sales, operations, procurement, and other company organizations. Key advocate of the customer; ensuring satisfaction while meeting company financial objectives.
Maximizes team productivity, to meet established goals and key metrics. Includes support of:
Established eCommerce goals and integration into daily operations
Established Salesforce.com goals and integration into daily operations
Establish service level goals
Works with staff to ensure that team is professional in all business channels (phone, email, chat).
Ensures all customer and vendor issues are resolved in an appropriate and timely manner within company guidelines.
Supports targeted sales goals via up-sell, cross-sell techniques where needed. Direct involvement in the selling process, including customer visits as needed and local strategy development.
Ensures team follows established Service Optimization standards working cooperatively with other functional areas.
Prioritizes efforts of team to ensure all sales orders, purchase orders and quotes are processed to meet service expectations.
Interfaces effectively within all levels of the company and is able to work with other functional leaders to resolve service issues.
Establishes performance goals; conducts regular 1-1 meetings and annual performance reviews. Develops and introduces training to meet center objectives.
Ensures employee satisfaction and general esprit de corps for morale.
In conjunction with Group, Region and Functional leadership, aids in the creation and implementation of the business strategy and leads change management within the center.
Manage the hiring, development, retention and performance of team members.
Develops, coaches, motivates and trains team by setting goals and objectives.
Effectively communicates the company and individual goals to the team. Supports the development of team leaders and direct reports to build future bench-strength.
Champions and leads projects that provide ongoing process improvement which will result in direct benefits to our customers.
P&L Responsibility for center.
In certain situations will manage both local and remote staff supporting multiple divisions.
Strong leadership and decision making skills.
Ability to coach and where needed discipline employees.
Strong customer service skills (friendly, courteous and helpful)
Strong inventory management skills
Strong communication skills (listening, verbal and written) to all levels within the organization.
Some negotiation skills, especially internal.
Ability to recognize and resolve the majority of issues independently.
Consistently exhibits a 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.
Shows a willingness to learn and assume added responsibilities for future professional growth.
Strong system skills including but not limited to: Salesforce; Zilliant; Uniscore; VOS; ERS; and Microsoft Word, Excel and PowerPoint.
Contribute to providing a safe work environment.
Open minded, flexible for ever changing work environment.
Ability to run their department autonomously, yet follow directions from executives and make intelligent decisions based on metrics.
College degree experience required.
Customer service and purchasing experience: 5-10 years preferred, at least 4 in a manager or supervisory position.
Experience with Quality Management Systems is a plus.
Industry experience: 2-5 years preferred.
Experience and skill in managing, developing and delegating to direct reports.
Process Management experience and skills.
Proven conflict management skills.
Proven leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others.