Job Description
Job Title Customer Service Representative
Reports To Customer Service Manager
Number of Direct Reports None
Revenue Responsibility N/A
Budget Responsibility N/A
Position Location Insert Location
US Classification Non-Exempt
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
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Job Description
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
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Job Description
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.
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Job Type: Full-time
Pay: $39,000.00 - $59,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Shift:
Work setting:
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Preferred)
Ability to Relocate:
- Seward, NE 68434: Relocate before starting work (Required)
Work Location: In person