National Accounts Customer Service Representative

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The Opportunity:

The National Accounts Customer Service Representative will support the Victory Packaging/Government Services Call Center agents for trouble-shooting and coordinate projects that involve Fulfillment Branches, Quality, or Purchasing. Support the Customer Service Manager and Call Center Manager in efforts to implement new systems and processes.

How will you impact WestRock:

• Works directly with large customers to obtain dock instructions and order verification
• Audit call center agents on a monthly basis against established QA Metrics
• Diagnose and resolve issues in a timely manner from the agents and fulfillment supervisors by monitoring group Inbox (Outlook)
• Review order files daily for erroneous orders
• Manage recurring order review process with agents
• Review returns report daily to address potential issues
• Assist branches with processing freight correctly
• Review customized label orders daily for errors and corrections
• Provide timely feedback to management regarding service failures, customer concerns, compliance concerns, or other issues.

What you need to succeed:

• Bachelor's degree preferred, or equivalent experience required.
• 2-3 years phone based customer service experience required.
• Fluency in English required, verbal and written. Bilingual in Spanish and English welcome
• Excellent speed and accuracy in data entry skills (prefer 60 wpm)
• Excellent computer proficiency, especially in MS Word and Excel
• Ability to create and edit documents in MS Office: Outlook, Word and Excel
• Ability to identify issues and communicate with team or management
• Must be able to maintain a professional appearance, attitude and provide exceptional customer service.

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
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

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