WestRock Company • Gallatin, TN 37066
Job #2665236657
Job Summary: The Customer Service Representative (CSR) represents WestRock to the customer
and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives
and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR
maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of
products, logistics, production planning, and inventory management.
Business Excellence
Provide pricing, inventory availability and production schedule information to customers
Track warehouse inventories and update customers on order status
Run customized reports and share data with customers
Review customer credit information to ensure necessary credit is established for customer
orders
Track order activity and alert appropriate staff of any potential delivery problems
Suggest alternative products or services to meet customer needs when appropriate
Support the development of corrective action plans to enable the Quality Manager to research
and troubleshoot quality issues
through personal customer contact
must be manufactured at a different facility
People and Culture
customer satisfaction
WestRock values
Partner with Quality Manager to resolve routine customer issues
Partner with Pre-Pricing specialist to build customer specifications and review with production
team to ensure efficient production
with customers on status and resolution
Critical Skills / Capabilities:
resolves customer issues in a timely manner; communicates with customers to ensure
alignment and satisfaction; ability to operate with customers' best interests in mind
and non-verbal methods that promote an understanding with the target audience; listens
carefully and attentively
objective; ability to cooperate in both interpersonal and team relationships to foster
enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict
constructively
information; generates and evaluates alternative solutions; makes recommendations;
demonstrates tackling a problem by using a logical, systematic, or sequential approach
things; seeks to understand concepts, processes, and ideas within area of functional
expertise; naturally inquisitive; sets meaningful goals for personal work productivity
desired results; establishes a systematic course of action to accomplish objectives
Microsoft Office - Excel, Outlook, PowerPoint
Order entry system experience (e.g. AS/400)
To perform the duties of the job, this role requires:
Frequently using fingers to type with two hands
Occasionally reaching by extending fingers on one hand
Occasionally reaching by extending two arms
Occasionally using fingers to grasp with two hands
Occasionally using fingers to pinch with two hands
The spoken exchange of ideas to be performed loudly 50-75% of the time
The spoken exchange of ideas to be performed quickly 50-75% of the time
The safe and accurate preparation and analyzing of data and figures, monitoring of a computer
terminal, or inspection of small defects or parts
Constantly works indoors, in an environment that is climate controlled
The role is frequently sedentary, which entails sitting or being stationary
Occasionally stands or walks for 1-2 hours at a time
Noisy work environment; maintain strict adherence to safety rules and regulations
or other industries
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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