Customer Experience Professional I

Job Summary and Scope: The role of a Customer Experience Professional (CXP) is to deliver a smooth, connected and consistent customer experience. A customer experience professional is responsible for interacting with customers across all channels and platforms, and coordinating with internal stakeholders such as Sales, Inventory Management, Credit, Operations and other departments as required, in order to continuously improve the customer’s experience and journey with Veritiv. A CXP has a customer focused mindset and will build customer loyalty and confidence by responding to inquiries and will be a main source for Veritiv service, customer orders, products, and problem resolution.

Job Responsibilities:

• Communicates with the customer across Canada on a national platform by answering incoming calls, e-mails and other customer requests.
• Processes manual and electronic orders as a primary function of the CXP role; follow up on those orders.
  • Ensures orders are processed by established customer cutoff times.
  • Continuously works to reduce errors and identifies areas for greater efficiency.
• Direct PO placement with vendor including obtaining cost components and/or freight.
  • Month end closure/billing with Payables/Accounting including variances.
• Oversees maintenance and follow up on stock.
  • Manage and track all back order and open orders.
  • Requests credits and enters returns in a timely manner.
  • Maintains delivery status and order source tracking to ensure successful and on-time delivery.
• Identifies, monitors and works with Management to recommend solutions to customer concerns.
• Achieve performance goals as set out by management.
  • Develop personal capabilities using existing training opportunities
• Participate in scheduled training of system enhancements, applications, products, new processes and procedures.
• Liaise with internal teams such as sales, operations, and credit to identify areas for customer experience improvement; enlist Management support as needed.
  • Ensure that gaps and opportunities in the customer experience - irrespective of where they occur in the Veritiv journey are actively addressed.
  • Escalation of risks wherever business process - billing, delivery or anything pre or post sales - need correction to ensure the customer has a seamless experience with the company.
• Takes a proactive problem-solving approach to customer concerns – from purchase to product return to customer support with Management assistance as needed.
• Uses product, market and fundamental knowledge in combination with Veritiv processes and procedures to ensure customer satisfaction.
• Completes item look-up independently (i.e. product substitutions) and/or with assistance from sales or sales support team as needed.
• Uses available resources to organize and communicate effectively.
• Performs other related duties and responsibilities as required or assigned.
• Seeks assistance from team members and management when necessary.

Required Skills:

• Presents a professional & mature image.
• Great customer experience skills (friendly, courteous, proactive and helpful).
• Excellent communication skills (active listening, verbal and written).
• High level of detail & quality of work output
• Works well under pressure, enjoys a challenging and fast paced environment.
• Ability to recognize and resolve issues independently and/or with assistance.
• Consistently exhibits high level of motivation and sense of urgency.
  • Action oriented, displays resilience, and delivers results.
• Ability to prioritize and achieve performance goals as set out by management.
• Strong time management and organizational skills – speed, flexibility and agility.
• Demonstrates a collaborative approach when working with others.
• Enjoys working in a team environment.
• Ability to problem solve and see an issue through until the end.
• Demonstrates a willingness to learn and adheres to Veritiv’s core values.
• Computer proficiency on a variety of systems including but not limited to: Salesforce.com, Compass, IT Suite, Electronic Replenishment System (ERS), Microsoft Office (Word, Excel and Outlook), Crystal, Veritiv Freight, Tripsheet, Track POD & Veritiv Knowledge System.
• Ability to identify and escalate issues to management team.
• Contribute to providing a safe work environment.

Required Experience/Education:

• Customer service experience 1-3 years required.
• Industry experience 1-3 years preferred.
• High School diploma/GED required, Associates/Bachelor’s degree preferred.

Veritiv Canada is an equal opportunity employer committed to ensuring an equitable and accessible workplace. Please notify us through your job application of accommodation requirements needed throughout the recruitment process and our Talent Acquisition Team will follow up with you directly.

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.