Customer Experience Professional

Veritiv • Edwardsville, KS

17d • Hybrid

About The Position

HYBRID ROLE BASED OUT OF OUR EDWARDSVILLE OFFICE Job Purpose: The Customer Service Professional is to build 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.

Requirements

• Experienced practitioner able to work unsupervised (13 months to 3 years)

Nice To Haves

• College Degree Preferred

Responsibilities

• Communicate with customers (by phone or in person) to understand needs and concerns.
• Act as a first point of contact for resolving customer queries and complaints.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching
• Identify and resolve potential problematic customer issues and alert management
• Identify potential customers by using publicly available lists such as trade directories and internet searches
• Input and track customer information, orders and follow-up actions into the CRM database to ensure product availability and on-time delivery
• Perform merchandising and order placements activities such as entering customer orders, creating plant/RDC orders and completing stock replenishment orders
• Perform other related duties and responsibilities as required or assigned
• Prepare routine letters, memoranda, reports and similar documents to share with management and customers
• Provide various products, pricing, inventory availability and production schedule information to customers ensuring their needs are met
• Recommend changes in process and procedures based on customer feedback

Benefits

• 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, 401k, paid time off and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level