Customer Service Specialist - Winnipeg MB
1360 Inkster Blvd.
Winnipeg, Manitoba, R3C3J4
At WestRock, our Customer Service Specialists do so much more than your typical customer service role.
They really are specialists!! Without them, all departments including production, sales and shipping would not be able to function efficiently. Our Customer Service team is really the nucleus of our business, because they are the voice of our customer.
Working within the customer service department you will be the key contact for several accounts within Western Canada. We need someone with exceptional customer service skills and a strong ability to multitask.
Let's give you a scenario of a realistic day in customer service:
You walk into work and before logging into your computer you are asked by your manager to input an order for 10,000 boxes into the system. You know you have to be accurate because one little mistake and all these boxes will be unusable.
At the same time, you are trying to contact a different customer by email, cell and office phone (because they won't answer your several emails from the day before) to tell them that their product will be sent from the warehouse that afternoon. You need to reach them so they have an available dock time to receive their boxes.
You then receive a pressing call from a sales rep and are negotiating with him/her for 15 minutes while they are trying to insert an order into a full production schedule. You know the order can wait until
Thursday and finally convince them of this as well.
You are then asked by production to call a key customer to explain their boxes are going to be a day late because there is a maintenance issue on the machine that is required to make their specialized box.
You look at your clock and realize all of this has been done in your first thirty minutes of being at work. You haven't even had a chance to read your 20 mails sitting in your inbox yet!
We need someone who can act as a leader, persuader, negotiator, decision maker, communicator, liaison, and business partner. You must be able to think quick and act fast while being accurate and paying very close attention to detail. Every day will be different. Every customer is different. Every opportunity will be different.
What You Need to Succeed:
- 5+ years experience in customer service
- Experience managing complex customer accounts
- Experience working with different departments
- Strong oral and written communication and teamwork skills
- Ability to listen to your customer and attend to their individual needs
- Excel at working with a variety of customers while organizing and managing their competing deadlines efficiently and effectively
- Composure, professionalism, and attention to detail
- Experience using Microsoft Office
- Customer Service experience in a manufacturing environment is a strong asset