Dedicated Customer Support Professional

About the role

Our Dedicated Customer Support Professional will act as the intermediary between sales and stakeholders in other departments such as Customer Service, Sourcing, Operations, Pricing/Rebates, Procurement, AP, and AR to serve customer accounts. This position will be responsible for project management level follow-up and tracking of kitting projects including design requests, bill of materials development, and oversight. This person will maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

Responsibilities

• Assist front-line supervisor of team by providing customer experience support and playing a key role in helping to achieve targets in areas such as productivity and turnaround times.
• Handle the most complex and valuable issues for assigned book of business while building customer loyalty and confidence.
• Strengthen relationship with sales by training and implementing new processes, policies, and procedures by participating in user acceptance testing and facilitating training.
• Lead team initiatives and train and mentor other team members.
• Serve as Subject Matter Expert (SME) on common Veritiv procedures and software.
• Take on special project work.
• Complete timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
• Work effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs.
• Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel.
• Perform other duties as assigned.

Requirements

• Able to plan, organize, and prioritize with minimal supervision.
• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Proficient computer and technical skills.
• Strong decision-making skills and independent judgment.
• Ability to manage customer challenges in a professional and decisive manner.
• 3-5 years of related job experience.
• Bachelor’s Degree preferred; High School Diploma/GED required.
• Customer service experience preferred.

Benefits

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, and recognition platform.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with customers and suppliers to create healthier, safer, and more sustainable communities.
• Healthcare benefits (including medical, dental, vision, and health savings account).
• Life, AD&D, and disability insurance.
• 401k retirement plan.
• Paid time off.
• Tuition reimbursement.
• Employee assistance program and other fringe benefits.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print, and publishing products and services. Veritiv serves customers in a wide range of industries through team members around the world, helping shape the success of its customers.