Customer Service Representative

HYBRID ROLE BASED OUT OF OUR GRAND PRAIRIE OFFICE

Job Purpose:

Our Customer Service Representative will be responsible for building customer loyalty and confidence by receiving and processing customer orders, inquiries and/or issues covering products ordered. This position is responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

Job Responsibilities:

● Communicate with allocated customers to develop a new relationship as well as foster existing ones.
● Provide proactive, quality service to customers while identifying opportunities to secure new business or support retention
● Act as the first point of contact for resolving customer queries and complaints
● Sharing expertise with team members on best practices for customer communication, issue resolution, and critical thinking
● Develop a relationship with sales team by being proactive and offering creative solutions
● Participate in training of system enhancements, applications, products, and new processes.
● Completes timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
● Works effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs
● Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel
● Perform other duties as assigned
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Additional Responsibilities & Qualifications:

● Able to plan, organize, and prioritize with minimal supervision.
● Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
● Proficient computer and technical skills.
● Decision-making skills and independent judgment.
● Ability to manage customer challenges in a professional and decisive manner.
● Customer service experience preferred. 

Work Experience:

● 1-3 years of related job experience.

Education:

● Bachelor's Degree Preferred

● High School Diploma/GED

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.