Customer Experience Professional>
Veritiv

Job Info

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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 work.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.
• Being Resilient: Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
• Tech Savvy: Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, learns how to operate as a team player, contributing actively to the group's efforts. Seeks others' inputs, appreciates their contributions; offers to help when the need is clear.
• Situational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, takes steps to adapt to changing needs, conditions, priorities, or opportunities. Understands the cues that suggest a change in approach is needed; adopts new behaviors accordingly.
• Directs Work: Provides direction, delegating, and removing obstacles to get work done. For example, asks questions to understand the desired outcomes for the role; confirms accountabilities with others so that work can be done effectively and efficiently; informs stakeholders when there are delays or problems that will affect them.
• Manages Conflict: Handles conflict situations effectively, with a minimum of noise. For example, skillfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, tackles what needs to be done with enthusiasm, working quickly and without undue oversight.

SKILLS

• Sales Planning and Coordination: Works with guidance (but not constant supervision) to achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.
• Account/Client Management: Works with guidance (but not constant supervision) to manage client accounts in a way that provides benefits both for the organization and its clients.
• Action Planning: Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Planning and Organizing: Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Commercial Acumen: Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Direct Sales: Works with guidance (but not constant supervision) to maximize the volume and value of direct sales.
• Learning and Talent Development: Works with guidance (but not constant supervision) to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.
• Customer System Operation: Works with guidance (but not constant supervision) to understand and effectively operate all customer management systems.
• Customer Service Delivery: Works with guidance (but not constant supervision) to meet high customer service standards.
• Policy and Regulation: Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise.
• Compliance Management: Works with guidance (but not constant supervision) to achieve full compliance with applicable rules and regulations in management and/or operations.
• Review and Reporting: Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.
• Policy and procedures: Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Numerical Skills: Uses an understanding of numerical concepts to perform mathematical operations such as report analysis with guidance (but not constant supervision).
• Data Control: Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
• Data Collection and Analysis: Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.

EDUCATION

General Education: High School / GED Required; Associate / Bachelor's Degree Preferred

EXPERIENCE

General Experience: Experience enables job holder to deal with the majority of situations and to advise others (Over 3 years to 6 years)

Veritiv is an Equal Opportunity/Affirmative Action employer. Individuals seeking employment are considered without regards to race, ethnicity, color, creed, religion, sex, sexual orientation, marital status, age, disability, gender identity or expression, genetic information, national origin, protected veteran status or any other classification protected by law. Additionally, Veritiv will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Veritiv's legal duty to furnish information. If you would like more information about your EEO rights as an applicant, please click here:  http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Canada | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.

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