Dedicated Customer Support Professional

Job Purpose

Our Dedicated Customer Support Professional will act as the intermediary between sales and stakeholders in other departments such as Customer Service, Sourcing, Operations, Pricing/Rebates, Procurement, AP, and AR to serve customer accounts. This position will be responsible for project management level follow up and tracking of kitting projects including design requests, bill of materials development & oversight. This person will maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

Our Dedicated Customer Support Professional will act as the intermediary between sales and stakeholders in other departments such as Customer Service, Sourcing, Operations, Pricing/Rebates, Procurement, AP, and AR to serve customer accounts. This position will be responsible for project management level follow up and tracking of kitting projects including design requests, bill of materials development & oversight. This person will maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning and inventory management.

• Assist front-line supervisor of team by providing customer experience support & playing a key role in helping to achieve targets in areas such as productivity and turnaround times.
• Handle the most complex and valuable issues for assigned book of business while building customer loyalty and confidence.
• Strengthen relationship with sales by training and implementing new processes, policies, and procedures by participating in user acceptance testing & facilitating training.
• Lead team initiatives and train and mentor other team members.
• Recognized as Subject Matter Expert (SME) on common Veritiv procedures and software.
• Takes on special project work.
• Completes timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
• Works effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs.
• Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel.
• Perform other duties as assigned.

• Able to plan, organize, and prioritize with minimal supervision.
• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Proficient computer and technical skills.
• Decision-making skills and independent judgment.
• Ability to manage customer challenges in a professional and decisive manner.
• Customer service experience preferred.
• Salary: $61,900-$72,800 annually

• 3-5 years of related job experience.

• Bachelor's Degree Preferred
• High School Diploma/GED

• 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.

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides Jan San, 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  and connect with the Company on Linked In.

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.