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Account Customer Service

1 month ago

Lexington, United States WestRock Full time

As a Customer Service Representative (CSR), you will represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams. As CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact WestRock

  • Represent WestRock values and deliver excellent service through each interaction
  • Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
  • Run customized reports and share data with customers
  • Provide pricing, inventory availability and production schedule information to customers
  • Track order activity and alert appropriate staff of any potential delivery problems
  • Partner with Quality Manager to resolve routine customer issues
  • Suggest alternative products or services to meet customer needs when appropriate
  • Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
  • Track warehouse inventories and update customers on order status
  • Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

What you need to succeed:

  • High School diploma or G.E.D.
  • Must have 3+ years of customer service-related work experience
  • Previous experience in manufacturing industry is preferred
  • Demonstrate a customer-oriented mindset and ability to operate with customers best interests in mind
  • Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
  • Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
  • Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.