Account Representative - Richmond, VA

Account Representative - Richmond, VA

501 South 5th St
Richmond, Virginia, 23219-0501
United States

Account Representative: Richmond, VA

 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  

The opportunity:

The Account Representative is responsible for successfully managing customer accounts and the day-to-day operations of the order fulfillment process. Additional responsibilities include order management, inventory order management for ongoing business, quoting new business, and serving as the main point of contact for customer inquiries on status of accounts, orders, and shipments.


How you will impact WestRock:


This role is a customer facing position that provides pricing quotes for new and existing business. This role will also play a part in determining the best supply chain solution to maximize service and minimize costs.


This role will:


• Validate customer specifications to confirm quantities, materials, caliper, and delivery instructions to minimize production re-works and mitigate delivery delays 

• Receive and resolve customer inquiries on inventory pricing and availability to enable high customer satisfaction

• Manage minimum and maximum inventory counts for the Dedicated Stock Programs to enable operating efficiency and timely processing of customer orders

• Process customer Purchase Orders (POs) for expedited stock releases to enable on-time delivery to customers

• Monitor and communicate the status of customer orders to maximize service and manage customer relations

• Manage and prioritize production of customer orders to enable operating efficiency and mitigate delivery delays

• Validate production schedule to ensure customer orders are scheduled appropriately to prevent shipment delays and enable operating excellence

• Oversee the resolution of credit claims on behalf of the customer for damaged SKIDs to ensure excellent customer service


People and Culture

• Negotiate win-win solutions for customers’ order fulfillment, if necessary, to accommodate for production and shipment delays

• Collaborate with Sales to validate the accuracy of customer orders (i.e. pricing, order quantities, shipment dates)  

• Collaborate with Production team to plan production schedule for daily order fulfillment and to maximize operating efficiency

• Partner with Credit Manager to address credit issues and release new credit to customer accounts to enable order fulfillment

• Partner with the Business Optimization team to identify and test resolution of SAP system errors to increase system process efficiency


What you need to succeed:


• 2+ years of work experience in Customer Service or in a related field  

Time Management: Plans, prioritizes, and manages time spent on accomplishing tasks to increase productivity and efficiency; demonstrates awareness and control over amount of time spent on activities; meets deadlines

Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives

Adaptability: Demonstrates agility, flexibility, and a willingness to modify one’s approach to achieve desired results; responds quickly to changing demands, processes, and updated information

Accountability: Holds self and others responsible for actions and results

Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind

Conflict Management: Manages and resolves conflicts and disagreements in a constructive manner; takes action to address employee grievances

Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively

Analytical: Demonstrates a general understanding of various sources of information or data that are relevant to the business; summarizes or integrates information for routine problems or issues with oversight from others as necessary

Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively

Detailed-Oriented: Has an eye for recognizing errors or differences; plans and completes work with thoroughness, giving attention to specific information and


Technical Skills:

• Microsoft Office - Excel, Outlook, PowerPoint

• Knowledge of SAP



• Bachelor’s degree in Business or a related field


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 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. 

Apply now