Customer Service Representative - Croydon,PA
About WestRock WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.
Customer Service Representative - Croydon,PA
3001 State Rd
Croydon, Pennsylvania, 19021
The Customer Service Representative receive and process routine customer orders, inquiries, and/or complaints covering items or products ordered; maintains 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 applies basic skills and procedures for the position within assigned functional area
Essential Duties and Responsibilities include the following:
- Liaison between Account Representative & Customer communicating regarding all customer issues and facilitating resolution.
- Communicate as required with external customers to assist in meeting their needs. Attend meetings, manage administrative aspects of customer interaction, and support sales in handling customer requirements.
- Set up new customer accounts with WestRock.
- Records and processes orders and/or inquiries received by mail, telephone and/or through customer personal contact.
- Submitting quotation requests for pricing, provide quote letters to customers.
- Provides pricing, availability, and schedule information within established guidelines.
- Suggests alternative products or services to meet customer needs.
- Process requests for samples, sizing, mock-ups and ink draw downs.
- Generates and provides appropriate reports on open orders, stock inventory and other internally and externally requested reports.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Ability to Execute - Targets and achieves results, sets and accomplishes challenging goals, prioritizes and manages tasks effectively, maintains an organized system to monitor progress, overcomes obstacles, accepts accountability, sets standards and responsibilities, may provide leadership/motivation.
Commitment to Task - Meets commitments, works independently, accepts ownership of projects and outcomes, takes personal responsibility and sets objectives/standards, stays focused under pressure, meets attendance/punctuality requirements, shows a sense of urgency about getting results.
Communication - Clearly exchanges thoughts, ideas and messages through written, verbal and non-verbal methods that promote an understanding with the target audience. Creates accurate and punctual reports, delivers engaging presentations, shares information and ideas with others in a timely manner. Listens carefully and attentively.
Customer Focus - For both internal and external customers, builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met in a timely manner, and solicits opinions and ideas from customers.
Demonstrates the WestRock Key Behaviors – Diligent in acting in a manner consistent with the 4 key behaviors: (1) create an environment of respect and trust for our co-workers and customers, (2) empower and engage our co-workers to improve our performance and lower our cost, (3) satisfy our customers every time, and (4) do the right thing for WestRock - always
Diversity - Supports an inclusive workplace, incorporates different viewpoints and ideas to maximize performance and contributions of employees, develops strengths in team members, deals respectfully with colleagues, customers and vendors at all levels, understands his/her role in building and sustaining a culture of high performance.
Initiative - Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development, demonstrates a bias for action without prompting.
Innovation - Generates new ideas, challenges the status quo, pursues ongoing improvements, supports change, encourages originality, solves problems creatively.
Quality - Is attentive to detail and accuracy, is committed to excellence, continuously looks for improvements, finds root cause of problems, owns/acts on problems, seeks opportunities to increase effectiveness and efficiency.
Safety Mindset - Promotes a respect for safety, keeps workplace clean and safe, supports safety programs, policies/procedures, takes preventative and corrective action to address potential safety hazards and prevent future injuries, resists temptation to cut corners where safety is concerned, follows all safety related company policies and complies with location specific safety rules, drives safely on and off company property.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree preferred, and at least 2-4 years industry experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. May require the ability to write routine reports and correspondence. May require the ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
To perform this job successfully, an individual should have advanced computer skills. Should be proficient in the use of Microsoft Office (Word, Excel, and Power Point).
Previous customer service experience; project management skills as well as good verbal and written communication skills are required.
Physical Demands / Work Environment
The physical demands described in the Task Development Worksheet are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described in the Task Development Worksheet are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.
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WestRock Company is creating and maintaining a diverse workforce. For us, diversity and inclusion are business drivers and we take it very seriously. It all starts with a diverse employee base operating in an inclusive environment. An environment where everyone feels valued and respected.
Click here to find our Affirmative Action and Equal Employment Opportunity policy statement.
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We do understand that some of our candidates may require a reasonable accommodation to complete any part of the WestRock application process, including use of this website. If this is the case for you, please contact us at: EMAIL: firstname.lastname@example.org OR PHONE: 1-800-762-5836. Only phone calls pertaining to disability assistance will be returned. One of our Talent Acquisition or Human Resources members will work with you to provide alternative means to submit your application.