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Victory Packaging has a focus on the best service in our industry.

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Victory Packaging Customer Service Advocate in Dayton, New Jersey


How you will impact Victory Packaging, a WestRock company:

  • Receive and enter order data into computer system.

  • Print shipment documents for processing by warehouse.

  • Receive and resolves most customer complaints.

  • Track returned merchandise reason codes and makes adjustments to improve service quality.

  • Consult with production, warehouse and drivers to expedite or trace missing or delayed shipments.

  • Compile quality measures and prepare various reports for management.

  • Closely follow all established policies, guidelines and pricing for customer accounts and service.

  • Work closely with sales team to identify new opportunities for customers.

  • Provide timely feedback to management team regarding service failures or customer concerns.

  • Partner with sales representative and warehouse team to meet and exceed customer's expectations.

  • Other duties as assigned

  • Cross train in other functional areas of facility (e.g. accounts payables, accounts receivables)

What you need to succeed:

  • Some college preferred

  • Six (6) months customer service experience or six (6) months experience in an office environment

  • Analytical Skills - Highly effective analytical skills, ability to quickly identify and understand problems and select appropriate resolutions

  • Interpersonal, verbal and written communication skills

  • Fluency in English required, verbal and written; bilingual skills preferred for some locations

  • Excellent speed and accuracy in data entry skills (prefer 60 wpm)

  • Ability to create and edit documents in MS Office: Word and Excel

  • Ability to identify issues and communicate with team or management

  • Available to work the last day of each month to process closing of month end.

Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands and fingers to type or handle. The employee is occasionally required to stand, walk, sit, stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The work environment is usually quiet to moderate.


This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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 a 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 the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Category: Customer Service

Req ID: CUSTO003264