Customer Service Representative - Baltimore, MD

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 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

Customer Service Representative - Baltimore, MD


725 Pittman Rd
Baltimore, Maryland, 21226
United States

Opportunity summary:  As a Customer Service Representative (CSR), you will represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams. As CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

 

How you will impact WestRock

  • Represent WestRock values and deliver excellent service through each interaction

  • Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact

  • Run customized reports and share data with customers

  • Provide pricing, inventory availability and production schedule information to customers

  • Track order activity and alert appropriate staff of any potential delivery problems

  • Partner with Quality Manager to resolve routine customer issues

  • Suggest alternative products or services to meet customer needs when appropriate

  • Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction

  • Track warehouse inventories and update customers on order status

  • Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

 

What you need to succeed:

  • High School diploma or G.E.D.

  • Must have 3+ years of customer service-related work experience

  • Previous experience in manufacturing industry is preferred

  • Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind

  • Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions

  • Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development

  • Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

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About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com. WestRock is an Equal Employment Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/Disabled/Veterans 

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