Customer Solutions Professional

Job Purpose

Our Customer Solutions Professional will be responsible for fostering customer loyalty and trust by efficiently handling orders, addressing inquiries and concerns with professionalism and speed, and customizing services to proactively meet the unique needs of each customer. This role requires developing a comprehensive understanding of our products and processes, coupled with the ability to communicate effectively with diverse internal and external stakeholders.

Job Responsibilities

• Serve as the primary responder for customer inquiries and grievances.
• Address and rectify issues related to pricing, billing, credits, payments, and shipping.
• Navigate company systems and processes adeptly to independently resolve concerns.
• Offer proactive and efficient service to all customers, ensuring high satisfaction.
• Enhance customer retention by anticipating and meeting their evolving needs.
• Maintain strict adherence to order entry protocols.
• Build and nurture relationships across the organization to include Sales, Supply Chain, Operations, Finance and more.
• Keep customer account details current within Salesforce.
• Contribute to training and development of new hires through job shadowing.
• Other related duties and responsibilities as required or assigned.

Additional Responsibilities & Qualifications

• Demonstrate the ability to strategically plan, organize, and prioritize tasks with minimal oversight.
• Craft and deliver effective multi-modal communications tailored to the distinct needs of diverse audiences.
• Exhibit advanced computer and technical skills necessary for efficient job performance.
• Employ sound judgment and make informed decisions independently.
• Handle customer issues with professionalism and decisiveness.
• Prior industry experience is advantageous.
• Perform other related duties and responsibilities as required or assigned.
• Work Experience: 3-5 years of related job experience.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Basic experience of simple office/operational systems.
• Excellent verbal, written, people, and diplomacy skills are required.
• Experience with Salesforce.com or other CRM is preferred.
• Proficient with Microsoft Office Suite.
• Strong customer service skills (friendly, courteous and helpful).

What We Offer

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