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    Customer Service Representative - Orlando, United States - WestRock

    WestRock
    WestRock Orlando, United States

    2 weeks ago

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    Description

    WestRock is a company where each of us genuinely belongs, is respected and valued, can do our best work, and where diversity, inclusion and equity are competitive advantages

    The Opportunity:

    Provides customer service support for WestRock parts and service department by obtaining, analyzing, and verifying the accuracy of customer requests for parts and/or service in a timely manner. Initiates and implements corrective action as needed to ensure customer satisfaction is maintained while meeting customers' needs and expectations.

    How you will Impact WestRock

    • Provide accurate and timely responses to WestRock customers both internally and externally.
    • Monitor customer service mailbox for inquiries and pulls customer requests for processing as required to meet customers need.
    • Acknowledge and confirm customer requests for quote or service.
    • Updates customer request for quotes as needed to fulfill customer orders.
    • Process and route customer purchase orders as required to complete order.
    • Keep ERP systems updated with accurate pricing and delivery as they are obtained for quote requests.
    • Keep customers informed on delivery schedule for pending existing orders via phone or email updates.
    • Monitor backorder report to ensure orders are processed in timely manner.
    • Processes RMA's - ensuring that they are less than 30 days old prior to approval.
    • Work on special projects as assigned by authorized personnel.
    • Pull part drawings and deliver to Engineering and/or Production to accurately generate customer quote requests.
    • Follow up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and/or possible modifications.
    • Run back-order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary.
    • Works with shipping department to ensure pending orders are shipped in a timely manner.
    • Works internally with any and all departments as needed to satisfy customer orders.
    • Assists in customer service department as required to meet customer requests.
    • Works with internal departments to ensure customer service satisfaction.
    • Acts as back-up for answering main phone line in absence of receptionist.

    What you will need to succeed:

    • High School diploma or G.E.D - Required
    • 3+ years of excellent customer service experience - Required.
    • Previous experience in the manufacturing industry is preferred.
    • Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions.
    • Ability to create accurate and concise reports.
    • Must have good organizational skills and prioritize effectively.
    • Maintain relationship with customers and WestRock plant personnel.
    • Working knowledge of Microsoft Office - Excel, Outlook, PowerPoint, and database software.
    • Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures.

    What we offer:

    • Corporate culture based on integrity, respect, accountability, and excellence.
    • Comprehensive training with numerous learning and development opportunities.
    • An attractive salary reflecting skills, competencies, and potential.
    • Benefits package to include medical, dental, vision, life insurance, 401k with match and more
    • A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

    WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at

    WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.

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