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Customer Service Representative, Fiber Coordinator
2 months ago
The Customer Service Representative, Fiber Coordinator, is a key position at WestRock, responsible for managing the movement of recyclable materials generated at internal locations and external suppliers. This role focuses on high-volume, single-product transactions with shipments via trucks and rail.
Main Responsibilities:
- Execute orders from suppliers and customers, and address inquiries and concerns regarding shipments of recyclable materials.
- Manage weekly allocations for recyclable commodities, schedule, and monitor movement with logistics and customers to ensure timely pickups and deliveries. Collaborate with the supply team to maintain proper mill inventories.
- Adapt to changing market conditions, which can result in changes to load schedules.
- Manage quality and safety exceptions with a sense of urgency to minimize costs.
- Ensure accurate and timely payments to suppliers and invoices to customers, maintaining documentation in the CieTrade/LIMS system.
- Respond to inquiries in a timely manner, review discrepancies, and research data as necessary.
- Maintain account profile data of supplier and customer contact information, scheduling requirements, commodities, and other pertinent account information in the Book of Business notes and update as changes occur.
- Responsible for meeting weekly metrics set by management to ensure all loads are being maintained and managed accordingly.
Key Skills and Qualifications:
- Effective communication with all stakeholders to provide the highest level of customer service.
- Develop and nurture positive and collaborative relationships with internal and external capabilities, such as Logistics, Accounting, and Sales.
- Liaison between Sales Team, Supplier, and Customer, communicating and facilitating resolution on all pertinent issues.
- Build and maintain relationships with assigned accounts, proactively monitoring activity to ensure current counterparty information in the system and submit changes to the Master Data team for updates.
- Assist with Onboarding of new accounts by collaborating with Sales Team and Master Data Team as necessary to set up new supply points in the system and add to the weekly allocation file, as necessary.
- Aid suppliers, customers, and carriers with payment and invoice inquiries and discrepancies by working with and through Accounts Payable and Accounts Receivable departments as necessary.
- Work in conjunction with other departments and locations to resolve disputes in a timely fashion.
- Assist with training of new hires.
- Participate in in-house continuing education to further knowledge and skills.
