A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Customer Solutions Professional Veritiv - 3.3 Downey, CA Job Details Full-time 1 day ago Benefits Health savings account AD&D insurance Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Employee assistance program Vision insurance Qualifications Customer records maintenance Managing customer accounts Customer communication Stakeholder engagement Account maintenance Customer order taking Client inquiry handling Sales order data entry Mid-level Post-sales issue resolution Job shadowing (employee development activity) 3 years Financial issue resolution Salesforce Cloud Bachelor's degree Client retention Task prioritization Decision making Team training Customer engagement Mentoring Sales management systems proficiency CRM system proficiency Billing issue inquiries Productivity software Order issue resolution Handling account queries Technical Proficiency Invoice dispute resolution Stakeholder relationship building Full Job Description
HYBRID ROLE BASED OUT OF OUR DOWNEY OFFICE
Job Purpose:
Our Customer Solutions Professional will be responsible for fostering customer loyalty and trust by efficiently handling orders, addressing inquiries and concerns with professionalism and speed, and customizing services to proactively meet the unique needs of each customer. This role requires developing a comprehensive understanding of our products and processes, coupled with the ability to communicate effectively with diverse internal and external stakeholders.
Job Responsibilities:
Serve as the primary responder for customer inquiries and grievances. Address and rectify issues related to pricing, billing, credits, payments, and shipping. Navigate company systems and processes adeptly to independently resolve concerns. Offer proactive and efficient service to all customers, ensuring high satisfaction. Enhance customer retention by anticipating and meeting their evolving needs. Maintain strict adherence to order entry protocols. Build and nurture relationships across the organization to include Sales, Supply Chain, Operations, Finance and more. Keep customer account details current within Salesforce. Contribute to training and development of new hires through job shadowing. Other related duties and responsibilities as required or assigned.
Additional Responsibilities & Qualifications:
Demonstrate the ability to strategically plan, organize, and prioritize tasks with minimal oversight. Craft and deliver effective multi-modal communications tailored to the distinct needs of diverse audiences. Exhibit advanced computer and technical skills necessary for efficient job performance. Employ sound judgment and make informed decisions independently. Handle customer issues with professionalism and decisiveness. Prior industry experience is advantageous. Perform other related duties and responsibilities as required or assigned.
Work Experience:
3-5 years of related job experience. Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment. Basic experience of simple office/operational systems. Excellent verbal, written, people, and diplomacy skills are required. Experience with Salesforce.com or other CRM is preferred. Proficient with Microsoft Office Suite. Strong customer service skills (friendly, courteous and helpful).
Education:
Bachelor's Degree Preferred What We Offer Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc. Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities. Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions. Healthcare benefits (including medical, dental, vision, and health savings account), life, AD&D, and disability insurance, 401k, paid time off, tuition reimbursement, employee assistance program, and other fringe benefits. About Veritiv Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit www.veritiv.com and connect with the Company on LinkedIn. Veritiv is an Equal Opportunity/Affirmative Action employer. EEO Policy US | EEO Policy Mexico This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
