Sr. Asst, Customer Service

WestRock Company; Lewisburg (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

WestRock Company is seeking a Customer Service Representative (CSR) to represent the company to customers and act as a liaison between customer, sales, and operations. The CSR handles routine orders, inquiries, and issues, and maintains relationships across multiple customers and sales staff.

You will provide pricing, inventory and production schedule information, track order status, generate reports, review credit information, and coordinate with production to ensure timely delivery.

Qualifications

• Must have strong communication and interpersonal skills.
• Experience handling orders and inquiries is preferred.
• Ability to collaborate with sales and operations to resolve issues.

Responsibilities

• Receive and process routine customer orders and inquiries.
• Maintain ongoing relationships with multiple customers and sales staff.
• Provide pricing, inventory availability, and production schedule information to customers.
• Track warehouse inventories and order status; generate reports for customers.
• Review customer credit information to ensure orders can be placed.
• Coordinate with production to address delivery problems and changes.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

High school diploma or equivalent

Tools

CRM software

MS Office

Job description

Job Summary: The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

Business Excellence

• Provide pricing, inventory availability and production schedule information to customers
• Track warehouse inventories and update customers on order status
• Run customized reports and share data with customers
• Review customer credit information to ensure necessary credit is established for customer orders
• Track order activity and alert appropriate staff of any potential delivery problems
• Suggest alternative products or services to meet customer needs when appropriate
• Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Obtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility

People and Culture

• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values
• Partner with Quality Manager to resolve routine customer issues
• Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensure efficient production
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution