Our Customer Service Representatives receive and process routine customer orders, inquiries, and/or concerns regarding shipments of recyclable materials. They are responsible for maintaining an ongoing relationship with selected customers and sales staff. Incumbents utilize knowledge of products and product availability to provide a communications link to the customer and apply basic skills and procedures for the position within assigned functional area. Duties and tasks are standardized and include resolving routine questions and problems, works under direct supervision and follows standard procedures to accomplish assigned tasks.
Account retention through phone and email activity
Liaison between Account Representative, Supplier, and Customer, communicating and facilitating resolution on all pertinent issues
Onboarding of new supplier accounts
Liaison to assist suppliers and customers with resolution of payment & invoicing discrepancies
Record and process shipment requests and/or inquiries received by email, telephone and/or through customer personal contact.
Provides release numbers, schedule information, and ETAs for shipments
Monitors shipments for on-time pickup and delivery
Works with supply team to ensure proper mill inventories
Provides disposition to customers and carriers on loads with quality or safety exceptions
What You Need to Succeed:
Freight forwarding experience preferred.
Customer Orientation - Ability to conduct business with the customer's best interest in mind.
Communication Skills - Communicate effectively with a variety of audiences – from direct peers up to senior leadership within our division, as well as with internal and external suppliers and customers
Big Picture Thinker - Be able to understand how your role fits into the overall business of both the company and the industry
Creativity - Bring improvement ideas and a willingness to assist in implementing those ideas and solutions
Ethics & Integrity - Behave in accordance with WestRock’s core values all times and encourage the same behavior in others. Take action based upon the best interest of WestRock and build trust with colleagues across the organization.
Collaboration/Teamwork - Work effectively with others in the organization outside the line of formal authority – both within your team, as well as with other teams or those in leadership – to accomplish organizational goals and to identify and resolve problems.
Results Driven - Focus on achieving both personal and team goals to exhibit our core value of Excellence
Persuasiveness - Use appropriate interpersonal style and communication methods to gain acceptance of an idea, plan, activity, service or product from prospects and clients.
Adaptable to Change Able to shift with an ever-changing environment as business grows
Typing – High Proficiency
MS Outlook – Intermediate Skill or better
MS Excel – Intermediate Skill or better
Strong ability to learn new systems
Supplier/Customer Data Management
What we offer:
Corporate culture based on integrity, respect, accountability, and excellence
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies, and potential
A comprehensive benefits package
A career with a global packaging company where sustainability, safety, and inclusion are business drivers and foundational elements of the daily work
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.