Job Abstract

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.

Major Job Responsibilities:

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

Job Description

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Critical Skills / Capabilities:

• Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind

• Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively

• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively

• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using a logical, systematic, or sequential approach

• Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity

• Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives

Technical Skills:

• Microsoft Office – Excel, Outlook, PowerPoint

• Order entry system experience (e.g. AS/400)

Other Qualifications:

To perform the duties of the job, this role requires:

• Frequently using fingers to type with two hands

• Occasionally reaching by extending fingers on one hand

• Occasionally reaching by extending two arms

• Occasionally using fingers to grasp with two hands

• Occasionally using fingers to pinch with two hands

• The spoken exchange of ideas to be performed loudly 50-75% of the time

• The spoken exchange of ideas to be performed quickly 50-75% of the time

• The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, or inspection of small defects or parts

Work Environment:

• Constantly works indoors, in an environment that is climate controlled

• The role is frequently sedentary, which entails sitting or being stationary

• Occasionally stands or walks for 1-2 hours at a time

• Noisy work environment; maintain strict adherence to safety rules and regulations

Job Description

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Experience:

• Required: 3+ years of customer service related work experience in manufacturing environment or other industries

• Preferred: 3 to 5 years of manufacturing industry experience

Education:

• Required: High School diploma or G.E.D