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Customer Service Representative

2 months ago

Lansing, United States WestRock Company Full time

The Opportunity:

Courteously receive all calls coming into the Customer Service phone lines. Accurately enter complete and clear orders from both customers and the sales force, soliciting add-on sales. Monitor progress of orders. Assist customers with all inquiries. Communicate with appropriate individuals as needed, to ensure customer satisfaction.

Essential Job Functions:

  • Answers all phone calls quickly and efficiently and exceeds target goals for customer phone contacts.
  • Supports sales force with information sharing and customer support.
  • Calls customers and/or Reps to get answers to questions on orders.
  • Directly enters order, solicits add-on sales, verifies order and views electronic files with every customer contact where available.
  • Verifies and/or updates all customer records with every customer contact and/or order entered.
  • Enters and/or receives a form of payment with every order initiated.
  • Processes/enters all assigned orders received through various means.
  • Exceeds target productivity goals for orders entered and ensures accurate/complete information is provided to prevent potential delays in later processes.
  • Utilizes credit card program to authorize payment on appropriate orders.
  • Meets or exceeds target monthly and yearly metric guidelines for production and accuracy.
  • Prints and assembles orders immediately after entry within given guidelines.
  • Serves as the primary contact between sales, the customer and internal production operations.
  • Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or order information.
  • Communicates customer complaints or inquires to appropriate person to achieve resolution in a timely manner including writing credits when needed.
  • Prepares quotation request for estimators and communicates customer-presentable quotes to customers, both internal and external, as required.
  • Responsible for continually developing product knowledge, including specials and pricing.
  • Provides prompt communication to the customer and sales rep regarding challenges in meeting requested ship dates.
  • Effectively communicates customer expectations to Planning and Scheduling.
  • Utilizes available tracking reports and forwards weekly to sales reps.
  • Facilitates proofing of product layout to customers to ensure highest level of customer satisfaction on designated accounts.
  • Assists customers at the request of or in the absence of sales.
  • Follows all required guidelines and procedural expectations throughout the supply chain as established.
  • Distributes orders in a timely manner within established guidelines.
  • Backs up other areas of Customer Service as needed.
  • Continually monitors the competition in present industry.
  • Performs other job duties as assigned.

What You Need:

  • High school diploma or G.E.D.
  • Minimum one year related experience with a high level of customer interaction.
  • Proficient in various software applications and certifications, such as Microsoft Office (Word and Excel).
  • Must demonstrate working knowledge of product specifications.
  • Must have excellent interpersonal communication skills with internal and external customers
  • Must have excellent organizational and multitasking skills.
  • Must be accurate and complete in verbal communications and in writing.
  • Must be able to function in a fast paced environment.
  • Must be able to maintain good attendance.
  • Must be willing to work overtime as needed.
  • Must be able to perform the essential functions of the job, with or without reasonable accommodation.