About WestRockWestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace.
WestRocks 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 www.westrock.com.
Customer Service Representative2013 McCarter HighwayNewark, New Jersey, 07104United States Using the paste from word feature, please insert your position content in this field using the WestRock standard posting format which can be found on the HR resource site: https://westrockco.sharepoint.com/sites/HRResourcesite/TA/Source/SitePages/Home.aspx. The CustomerService Representative serves as an extension of the sales team with responsibilities for supporting an assigned customer account base.
Process orders and new items received from customers and sales team on a timely basis, using various technology applications. Enter information into estimating system or request product quotes, as applicable, to provide costing to management for analysis and pricing. Providespricing, availability, and schedule information within established guidelines.
Track orders, initiating changes and expediting per customer or sales requests. Liaise between customer and facility (production, design, shipping and account managers) Maintain an ongoing relationship with selected customers and sales team.How you will impact WestRock:Assist sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities. Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customer expectations.
Coordinatethe necessary delivery schedules with scheduling and the shipping department communicating same with sales, management, and the customer. Manage and track customer warehouse product to ensure availability and min/max levels while managing overruns and under runs. Analyze monthly usages and re-stockingper customer.
Address customer complaints and questions seeking aid from sales and management asnecessary. Maintain proper checks and balances for optimum cost benefits relative to margin andcustomer pricing. Understand cost information and identify opportunities for cost containment and marginimprovement; ensure accurate product pricing for invoicing.
Foster a lean culture to drive continuous improvement, cost control and waste reduction. Ensure our customers get the quality, consistency, and responsiveness they deserve. Embrace the WestRock culture, based on values of integrity, respect, accountability, and excellence.
What you need to succeed:Minimum of 2+years of customer service / customer relations experience in a manufacturing environment. Superb customer service, computer and administrative skills as well as excellent verbal and written communication skills. High School diploma or equivalent is required; college and/or Sales or Customer Service coursework preferred.
Knowledge of the manufacturing process is highly preferred; corrugated packaging manufacturing is a plus. Ability to perform math functions including working with fractions, manipulating and recording figures to provide accurate quantities, estimates and quotes. Must be detail oriented.