Customer Service Rep

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 .

Customer Service Rep

655- 41st Ave North
St Cloud, Minnesota, 56303
United States

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. This position supports the St. Cloud, MN facility.

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

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.

Excellent benefits, including medical, dental, vision, 401k, pension, wellness and many other outstanding benefits.

WestRock is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce:

Minorities/Females/ Disabled/Veterans.

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