Customer Service Liaison
3 weeks ago
The Customer Service Liaison represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The role requires receiving and processing routine customer orders, inquiries, and/or customer issues related to orders. The Customer Service Liaison maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.
Key Responsibilities
Receives and processes routine customer orders, inquiries, and/or customer issues related to orders
Maintains ongoing relationships with selected customers and sales staff
Applies advanced skills to the position within assigned functional area
Works under minimal supervision
Records and processes orders and inquiries received by mail, telephone, and through customer contact
Provides pricing, availability, and schedule information within established guidelines
Suggests alternative products or services to meet customer needs
Checks and approves credit within established limitations and confirms orders
Obtains resolution of routine customer complaints and issues
Serves as communication link between customers and sales staff to assure responsiveness
Tracks order activity and alerts appropriate staff of any potential delivery problems
Tracks warehouse inventories and replenishments
Obtains pricing for any services and materials required for the manufacturing of customers' items that must be manufactured at a different facility
Creates plant manufacturing documents from customer specifications
Ability to operate with the customer's best interest in mind
Brings improvement ideas to the customer and WestRock plant and packaging design ideas, develop and present innovative ideas and solutions
Behaves in accordance with WestRock values and operating principles at all times and rewards the same behavior in others
Effective in a variety of formal presentation settings; one-on-one, small and large groups, with peers, and supervisors; commands attention and can manage group process during presentation
Works effectively with others in the organization outside the line of formal authority (such as peers in other units or senior management) to accomplish organizational goals and to identify and resolve problems
Uses appropriate interpersonal style and communication methods to gain acceptance of an idea, plan, activity, service, or product from prospects and clients
Requirements
High school diploma, college degree preferred
Manufacturing experience highly preferred
Good ability to perform math functions, including working with fractions, manipulating and recording figures to provide accurate quantities, estimates, and quotes
3-5 years of customer service/customer relations experience
Excellent phone etiquette and courtesy, professional communication, and customer relationship/service
Strong math skills and computer skills – Microsoft Office, KIWI or (industry-related software), JD Edwards
About WestRock
WestRock is a global packaging company that makes consumer and corrugated packaging solutions that give our customers a winning edge in the global marketplace. We partner closely with customers on everything from beverage packs and pizza boxes to paperboard used for a variety of packaging and shipping containers. We consider ourselves part of their team – as we strive for continuous improvement together. Every day, our 100,000 team members combine practical innovations and rigorous execution in about 500 operating and business facilities across North America, South America, Europe, and Asia to deliver products and services that answer unique local needs. We expect to win as a company and lead the industry by achieving success together with our customers, employees, and investors.
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