Customer Service Rep II

Description & Requirements

WestRock (NYSE : WRK) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose : Innovate Boldly.

Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to more fiber-based packaging forward.

Opportunity summary : As a Customer Service Representative (CSR), you will represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams.

As CSR you will receive and process routine customer orders, inquiries, and / or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact WestRock

• Represent WestRock values and deliver excellent service through each interaction
• Record, organize, and process orders and / or inquiries received by telephone, email, and / or through personal customer contact
• Run customized reports and share data with customers
• Provide pricing, inventory availability and production schedule information to customers
• Track order activity and alert appropriate staff of any potential delivery problems
• Partner with Quality Manager to resolve routine customer issues
• Suggest alternative products or services to meet customer needs when appropriate
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Track warehouse inventories and update customers on order status
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

What you need to succeed :

• High School diploma or G.E.D.
• Must have 3+ years of customer service-related work experience
• Previous experience in manufacturing industry is preferred
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

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.

The salary range for this position is $40,500.00 - $67,500.00, depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

Your actual pay will be based on your work location and other factors, such as your skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.