Customer Service Representative - Packaging

Veritiv - Downey, CA3.4

Full-timeEstimated: $61,000 - $86,000 a year
Veritiv has an expansive North American network with more than 180 locations, and we do business with
more than half of the Fortune 500. We're a big company, but we’re also a new company, shaping our
systems and processes to support a successful and sustainable future. We don't just encourage an
entrepreneurial spirit, we embody it.
Are you looking to join a company where you feel empowered in your work and your job is not just a job,
but a path toward a rewarding and successful career? Do you want to be part of a company that
customers and suppliers not only want to do business with but need to do business with?
If you answered yes, then Veritiv might be the place for you. We encourage you to learn about and apply
to Veritiv if you seek a unique work experience, where diverse ideas are met with enthusiasm, and where
you can realize your full potential.
Position Description

Job Responsibilities:
Communicates with customer to understand needs and concerns
Develops solutions for customer independently, with field rep or manager
Does in-depth merchandising and order placement supporting the direct order entry and follow up on those orders.
Place, Monitor, and Track customer orders received.
Manage and track all back order and open orders
Process credits and returns in a timely manner
Identify, monitor and resolve potential problematic customer issues including service failures etc.
Maintain open lines of communication with external and internal customers
Solves a range of straightforward problems; analyzes possible solutions using standard procedures
Manage consignment, converting, kidding, slitting and customer dedicated inventory via established policies and procedures.
Assist in the training and mentoring of customer service professionals
Recommends changes in process and procedures based on customer feedback
Uses product, market and functional knowledge in combination with Veritiv processes, procedures and applications to ensure customer satisfaction
Uses available toolset to organize and communicate
Upsell, Cross sell and substitute items
Performs other related duties and responsibilities as required or assigned
Is recognized by peers to be subject matter expert (SME)
Is able to lead team initiatives
Responsible for the largest and most profitable customers
Recognizes and identifies possible customer concerns and is able to mitigate problems.

Required Skills:
Punctual and regular attendance
Strong customer service skills (friendly, courteous and helpful)
Strong communication skills (listening, verbal and written)
Negotiation skills
Coaching skills
Ability to recognize and resolve majority of issues independently
Consistently exhibits high level of motivation and sense of urgency, exceptional follow-up and problem solving skills
Ability to prioritize, set and consistently achieve goals, strong time management skills
Strong team player (peers, other functions, management)
Strong understanding of Veritiv products, services, processes and procedures
Demonstrates a willingness to learn
Strong system skills including but not limited to: Salesforce, Zilliant/P2P, Uniscore, SFD, Microsoft Word and Excel
Can communicate to all levels within the organization
Contribute to providing a safe work environment

Required Experience/Education:
Customer Service experience 5-10 years preferred.
Industry experience 2-5 years preferred.
High School diploma/GED required, Associates/Bachelor degree strongly preferred.

Working Conditions/Physical Requirements:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A significant portion of the incumbent’s job responsibilities will require PC work that involves the continuous use of the fingers, hands, wrists, and sitting for extended periods of time. The incumbent is required to talk, see and hear. The incumbent must frequently lift and/or move up to 10 pounds.
Normal office working conditions with some travel to customers, group meetings, etc.

Veritiv is an Equal Opportunity/Affirmative Action employer. Individuals seeking employment are considered without regards to race, ethnicity, color, creed, religion, sex, sexual orientation, marital status, age, disability, gender identity or expression, genetic information, national origin, protected veteran status or any other classification protected by law. Additionally, Veritiv will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Veritiv’s legal duty to furnish information. If you would like more information about your EEO rights as an applicant, please click here: