CUSTOMER SERVICE REPRESENTATIVE I

The Customer Service Professional position is in our Packaging segment and is responsible for building customer loyalty and confidence by receiving and responding to customer inquiries via all channels.  Works directly with the customer and sales professional as a main source for Veritiv’s products, service, and problem resolution.  Ensures that customer expectations are met.  Continually strives to improve customer relationship.

Job Responsibilities:

• Communicates with customer to understand needs and concerns
• Develops solutions for customer independently as well as with field rep or manager
• Performs basic merchandising and order placement independently or with assistance from internal merchandising team supporting the direct order entry and follow up on those orders
• Places, Monitors, and Tracks customer orders received
• Manages and tracks all back order and open orders
• Processes credits and returns in a timely manner
• Identifies, monitors and resolves potential problematic customer issues including service failures etc.
• Maintains open lines of communication with external and internal customers
• Solves a range of straightforward problems; analyzes possible solutions using standard procedures
• 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
• Upsells, Cross sells and substitutes items                            
• Contributes to providing a safe work environment
• Performs other related duties and responsibilities as required or assigned

  Required Skills

• Punctual and regular attendance
• Good customer service skills (friendly, courteous and helpful)
• Good communication skills (listening, verbal and written)
• Basic negotiation 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
• Good team player (peers, other functions, management)
• Good understanding of Veritiv products, services, processes and procedures
• Demonstrates a willingness to learn
• Good 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

  Required Experience

• College degree preferred
• 2-5 years Customer Service experience required 
• 2-5 years industry experience preferred 
• Working Conditions/Physical Requirements: Office Environment