Parts & Service Specialist

Veritiv; Fairfield (OH); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Veritiv is seeking a Parts and Services Specialist for a hybrid role out of our Fairfield office. You will manage parts orders and technician work orders, ensuring timely responses and premium customer service in a fast-paced environment.

The role requires 5-10 years of related experience, a Bachelor's degree preferred, and strong collaboration with credit, AP, and other customer service teams. Excellent communication and data-entry skills are essential.

Qualifications

• Advanced customer service skills.
• Knowledge of packaging service industry is strongly preferred.
• Excellent computer skills; Astea knowledge is beneficial.

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.

Skills

Customer service

Professionalism

Communication

Teamwork

Education

Bachelor's Degree Preferred

Tools

Astea

Job description

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.

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.