Dedicated Customer Support Professional

Job Purpose:

Our Dedicated Customer Support Professional will act as the intermediary between sales and stakeholders in other departments such as Customer Service, Sourcing, Operations, Pricing/Rebates, Procurement, AP, and AR to serve customer accounts. This position will be responsible for project management level follow up and tracking of kitting projects including design requests, bill of materials development & oversight. This person will maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

Job Responsibilities:

● Assist front-line supervisor of team by providing customer experience support & playing a key role in helping to achieve targets in areas such as productivity and turnaround times.
● Handle the most complex and valuable issues for assigned book of business while building customer loyalty and confidence.
● Strengthen relationship with sales by training and implementing new processes, policies, and procedures by participating in user acceptance testing & facilitating training.
● Lead team initiatives and train and mentor other team members.
● Recognized as Subject Matter Expert (SME) on common Veritiv procedures and software.
● Takes on special project work.
● Completes timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
● Works effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs.
● Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel.
● Perform other duties as assigned.

Additional Responsibilities & Qualifications:

● Able to plan, organize, and prioritize with minimal supervision.
● Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
● Proficient computer and technical skills.
● Decision-making skills and independent judgment.
● Ability to manage customer challenges in a professional and decisive manner.
● Customer service experience preferred.

Work Experience:

● 3-5 years of related job experience.

Education:

● Bachelor's Degree Preferred

● High School Diploma/GED

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.