Veritiv Hiring for Customer Service Professional at Brooklyn Park, Minnesota Full Time

ABOUT THE COMPANY Veritiv Corporation (NYSE: VRTV), is a North American leader in business-to-business distribution solutions. Serving customers across virtually every industry, Veritiv provides packaging, print, facility, publishing and print management solutions. Established in 2014 following the merger of International Paper’s xpedx division and Unisource Worldwide, Veritiv is an Atlanta, GA based company employing approximately 6,400 team members across approximately 120 distribution centers throughout North America. JOB PURPOSE Receives and processes customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected customers and sales staff. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Typically requires analysis, judgment, and sensitivity to customer needs and demonstration of high-level product and process knowledge. RESPONSIBILITIES Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Interview the customer, following a complex multi-level sales script, to clarify the customer’s requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done. Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarizing data for reports. Identify potential customers by obtaining information, referrals, and recommendations from existing customers. Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. BEHAVIORAL COMPETENCIES Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas. Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others’ input and perspectives, asks questions, and summarizes to confirm understanding. Ensures Accountability: Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to deliver efficient, high-quality