Job Information
WestRock Company Customer Service Representative in Orlando, Florida
Customer Service Representative - Orlando, FL
The opportunity:
Reporting to the Service Manager, the Customer Service Representative provides customer service support for WestRock parts and service department by obtaining, analyzing, and verifying the accuracy of customer requests for parts and/or service in a timely manner. Initiates and implements corrective action as needed to ensure customer satisfaction is maintained while meeting customers\u2019 needs and expectations.
How you will impact WestRock:
Provide accurate and timely responses to WestRock customers both internally and externally
Monitors customer service mailbox for inquiries and pulls customer requests for processing as required to meet customers need
Acknowledges and confirms customer requests for quote or service
Updates customer request for quotes as needed to fulfill customer orders
Processes and routes customer purchase orders as required to complete order
Keeps ERP systems updated with accurate pricing and delivery as they are obtained for quote requests
Keeps customers informed on delivery schedule for pending existing orders via phone or email updates
Monitors backorder report to ensure orders are processed in timely manner
Processes RMA\u2019s - ensuring that they are less than 30 days old prior to approval
Works on special projects as assigned by authorized personnel
Pull part drawings and deliver to Engineering and/or Production to accurately generate customer quote requests
Follows up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and/or possible modifications
Runs back order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary
Works with shipping department to ensure pending orders are shipped in a timely manner
Works internally with any and all departments as needed to satisfy customer orders
Assists in customer service department as required to meet customer requests
Works with internal departments to ensure customer service satisfaction
Acts as back-up for answering main phone line in absence of receptionist
What you need to succeed:
Maintains internal relationships with fellow employees
Self-motivated individual
Must demonstrate excellent customer service skills
Experience working in large manufacturing industry
Moderate PC skills: i.e. MS Word, Excel, PowerPoint, search and navigate the internet, Microsoft apps
Maintains relationship with customers and WestRock plant personnel
Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures
Good written and verbal communication skills
Ability to author accurate and concise reports
Review and/or contribute to procedure and training documents
Communicate effectively with other team members
Follow all required safety procedures
Must have good organizational skills and prioritize effectively
Cover other absent team members as necessary (example team member on vacation)
Smurfit Westrock (NYSE:SW) 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 move fiber-based packaging forward.
Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit 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.