Customer Service Representative

4 weeks ago

Orlando, Florida, United States WestRock Full time

Job Summary:

The Customer Service Representative will provide exceptional customer service support for WestRock's parts and service department. This role involves obtaining, analyzing, and verifying the accuracy of customer requests for parts and/or service in a timely manner.

Key Responsibilities:

  • Provide accurate and timely responses to WestRock customers both internally and externally.
  • Monitor customer service mailbox for inquiries and process customer requests as required to meet customer needs.
  • Acknowledge and confirm customer requests for quote or service.
  • Update customer request for quotes as needed to fulfill customer orders.
  • Process and route customer purchase orders as required to complete orders.
  • Keep ERP systems updated with accurate pricing and delivery as they are obtained for quote requests.
  • Keep customers informed on delivery schedule for pending existing orders via phone or email updates.
  • Monitor backorder report to ensure orders are processed in a timely manner.
  • Process RMA's - ensuring that they are less than 30 days old prior to approval.
  • Work on special projects as assigned by authorized personnel.
  • Pull part drawings and deliver to Engineering and/or Production to accurately generate customer quote requests.
  • Follow up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and/or possible modifications.
  • Run back order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary.
  • Work with shipping department to ensure pending orders are shipped in a timely manner.
  • Work internally with any and all departments as needed to satisfy customer orders.
  • Assist in customer service department as required to meet customer requests.
  • Work with internal departments to ensure customer service satisfaction.
  • Act as back-up for answering main phone line in absence of receptionist.

Requirements:

  • Maintain internal relationships with fellow employees.
  • Self-motivated individual.
  • Demonstrate excellent customer service skills.
  • Experience working in large manufacturing industry.
  • Moderate PC skills: i.e. MS Word, Excel, PowerPoint, search and navigate the internet, Microsoft apps.
  • Maintain relationship with customers and WestRock plant personnel.
  • Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures.
  • Good written and verbal communication skills.
  • Ability to author accurate and concise reports.
  • Review and/or contribute to procedure and training documents.
  • Communicate effectively with other team members.
  • Follow all required safety procedures.
  • Must have good organizational skills and prioritize effectively.
  • Cover other absent team members as necessary (example team member on vacation).

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