Dedicated Customer Support Professional

Veritiv Corporation; Fresno (CA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Healthcare benefits

401k

Paid time off

Tuition reimbursement

Job summary

Veritiv Corporation is seeking a Dedicated Customer Support Professional to act as the liaison between sales and multiple departments, managing kitting project follow-up, design requests, BOM development and oversight, while maintaining relationships with customers and sales staff.

The role requires coordinating across product, logistics, production planning and inventory management to ensure accurate order processing, timely updates, and responsive service.

Qualifications

• 3-5 years of related job experience.
• Bachelor’s Degree preferred or equivalent.
• Customer service experience preferred.
• Ability to plan, organize and prioritize with minimal supervision.
• Proficient computer and technical skills.

Responsibilities

• Provide customer experience support and help achieve productivity targets.
• Handle complex issues for assigned book of business; build loyalty.
• Train and implement new processes; participate in user acceptance testing and training.
• Lead initiatives and mentor team members.
• Serve as SME on Veritiv procedures and software.
• Take on special project work.
• Process orders, track statuses, and respond to inquiries.
• Coordinate with sales, operations, finance to satisfy customer needs.
• Resolve pricing, invoicing, credits, and shipping discrepancies.

Skills

Customer service

Project coordination

Communication skills

Problem solving

Attention to detail

Education

Bachelor’s Degree Preferred

High School Diploma/GED

Job description

Job Purpose:

Our Dedicated Customer Support Professional will act as the intermediary between sales and stakeholders in other departments such as Customer Service, Sourcing, Operations, Pricing/Rebates, Procurement, AP, and AR to serve customer accounts. This position will be responsible for project management level follow up and tracking of kitting projects including design requests, bill of materials development & oversight. This person will maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

Job Responsibilities:

• Assist front-line supervisor of team by providing customer experience support & playing a key role in helping to achieve targets in areas such as productivity and turnaround times.
• Handle the most complex and valuable issues for assigned book of business while building customer loyalty and confidence.
• Strengthen relationship with sales by training and implementing new processes, policies, and procedures by participating in user acceptance testing & facilitating training.
• Lead team initiatives and train and mentor other team members.
• Recognized as Subject Matter Expert (SME) on common Veritiv procedures and software.
• Takes on special project work.
• 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:

• 3-5 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.