Customer Service Representative

Veritiv Pollock; Grand Prairie (TX); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

ERGs

Training programs

Tuition reimbursement

401k

Healthcare benefits

PTO

Job summary

Veritiv seeks a Customer Service Representative to build customer loyalty by receiving and processing orders, inquiries and issues, servicing multiple customers and sales staff with knowledge of products, logistics, and inventory management.

The role is hybrid, based in the Grand Prairie office, and requires strong communication and problem-solving skills to resolve inquiries and improve relationships with customers and internal teams.

Qualifications

• Able to plan, organize, and prioritize with minimal supervision.
• Proficient computer and technical skills.
• Customer service experience preferred.

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.
• Share 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.
• Complete timely order processing, confirmations, order tracking/status updates, product availability, and all other inquiries.
• Work with all functional areas to satisfy customer needs.

Skills

Customer service

Communication

Time management

Problem solving

Education

Bachelor's Degree Preferred

High School Diploma/GED

Tools

CRM software

Job description

At Veritiv, we are seeking highly skilled and motivated individuals to join our One Team and solve customers’ needs. Our people are our difference; at the heart of everything we do is a team who innovates and activates our global network through exceptional service and expertise. We encourage you to learn about and apply to Veritiv if you seek an inclusive work experience, where diverse ideas are met with enthusiasm, and where you can realize your full potential.

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

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.

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.comand connect with the Company on LinkedIn.

Veritiv is an Equal Opportunity/Affirmative Action employer.

EEO Policy US | EEO Policy Mexico

• This description does not attempt to define the job's essential functions as defined by applicable disabilities law.