at Westrock Company in New Lenox, Illinois, United States
Job Description
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.
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.
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 www.westrock.com.
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.
