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.
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.
Ability to train and mentor other team members
Ability to take on special project work
Punctual and regular attendance
Strong customer service skills (friendly, courteous and helpful)
Strong communication skills (listening, verbal and written)
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
Customer Service experience 5-10 years preferred.
Industry experience 2-5 years preferred.
High School diploma/GED required, Associates/Bachelor degree strongly preferred.