Parts & Service Specialist

HYBRID ROLE BASED OUT OF OUR FAIRFIELD OFFICE

Job Purpose:

Our Parts and Services Specialist plays a critical role in supporting the Packaging Equipment Services segment of Veritiv by managing parts orders and technician work orders in a fast‑paced, high‑urgency environment. This role supports time‑sensitive customer needs and is essential to keeping our customers’ manufacturing operations running without interruption.

Job Responsibilities:

● Field assigned phone and email responses for regional customers from 8am – 5pm local time zone.
● Process PO’s and SO’s sent through integration in Veritiv database to vendors, including order confirmations to customers, sales and technicians.
● Maintain order lookup data within ASTEA and other systems as needed
● Train on quoting in ASTEA to learn products, vendors, customers, and processes.
● Support order management data tracking systems as directed (ETA’s, tracking info, POD’s, etc.)
● Collaborate with other teams within the organization; including credit, AP, and other customer service teams to ensure timely responses on APD’s and invoicing
● Process customer billings in a timely fashion upon completion of parts orders or service work performed.
● Meet regional performance metrics to ensure 24hr response time on PO’s and other inquiries
● Use vendor provided information and order management reports to ensure proactive customer service on all orders, especially next day air.

Additional Responsibilities & Qualifications:

● Advanced customer service skills.
● Knowledge of packaging service industry is strongly preferred.
● Ability to maintain a sense of professionalism when working with internal and external customers and in relationships with team members.
● Excellent computer skills, knowledge of Astea is beneficial.

Work Experience:

● 5-10 years of related job experience.

● Ability to work quickly and efficiently.

● Excellent verbal, written, people, and diplomacy skills are required.

● Strong customer service skills (friendly, courteous and helpful).

● Strong planning and organization skills are required.

Education:

● Bachelor's Degree Preferred

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits (including medical, dental, vision, and health savings account), life, AD&D, and disability insurance, 401k, paid time off, tuition reimbursement, employee assistance program, and other fringe benefits.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.