Customer Service Rep II

5050 East 50th Ave
Denver, Colorado, 80216
United States
Opportunity summary: As aCustomer Service Representative (CSR), you will represent WestRock to thecustomer and act as a critical liaison between the customer, sales, andoperations teams. As CSR you will receive and process routine customer orders,inquiries, and/or customer issues related to orders. You will also beresponsible for maintaining the ongoing relationship with multiple customersand sales staff utilizing knowledge of products, logistics, productionplanning, and inventory management.
How you will impact WestRock
· Represent WestRockvalues and deliver excellent service through each interaction
· Record, organize, andprocess orders and/or inquiries received by telephone, email, and/or throughpersonal customer contact
· Run customized reportsand share data with customers
· Provide pricing,inventory availability and production schedule information to customers
· Track order activity andalert appropriate staff of any potential delivery problems
· Partner with QualityManager to resolve routine customer issues
· Suggest alternativeproducts or services to meet customer needs when appropriate
· Serve as a connectionbetween customers and sales staff to ensure responsiveness and customersatisfaction
· Track warehouseinventories and update customers on order status
· Quickly and effectivelyresolve customer or production issues maintaining clear communication withcustomers on status and resolution
What you need to succeed:
· High School diploma orG.E.D.
· Must have 3 years ofcustomer service-related work experience
· Previous experience inmanufacturing industry is preferred
· Demonstrate acustomer-oriented mindset and ability to operate with customers’ best interestsin mind
· Strong written andverbal communication skills to understand requests and problems, inform onstatus, and negotiate solutions
· Ability to simplify andsolve simple to complex issues with focus on root cause and quick solutiondevelopment
· Demonstratecollaboration and teaming skills across functions to resolve issues and achieveorganizational goals