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SalaryJob 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.
Major Job Responsibilities:
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
- Record, organize, and process orders and/or inquiries received by telephone, email, and/or
through personal customer contact
- Obtain pricing for services and materials required for the manufacturing of customer items that
must be manufactured at a different facility
People and Culture
- Serve as a connection between customers and sales staff to ensure responsiveness and
customer satisfaction
- Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on
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
- Quickly and effectively resolve customer or production issues maintaining clear communication
with customers on status and resolution
Critical Skills / Capabilities:
- Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers;
resolves customer issues in a timely manner; communicates with customers to ensure
alignment and satisfaction; ability to operate with customers' best interests in mind
- Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal,
and non-verbal methods that promote an understanding with the target audience; listens
carefully and attentively
- Collaboration: Works effectively with others to complete a task or achieve a common
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
- Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of
information; generates and evaluates alternative solutions; makes recommendations;
demonstrates tackling a problem by using a logical, systematic, or sequential approach
- Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new
things; seeks to understand concepts, processes, and ideas within area of functional
expertise; naturally inquisitive; sets meaningful goals for personal work productivity
- Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of
desired results; establishes a systematic course of action to accomplish objectives
Technical Skills:
- Microsoft Office – Excel, Outlook, PowerPoint
- Order entry system experience (e.g. AS/400)
Other Qualifications:
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
Work Environment:
- 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
Experience:
- Required: 3+ years of Customer Service related work experience in manufacturing environment
or other industries
- Preferred: 3 to 5 years of manufacturing industry experience
Education:
- Required: High School diploma or G.E.D
