Customer Service Advocate

$45,760 - $45,760/Yr

WestRock - Fort Worth, TX

Full-time - Entry Level

Fort Worth, TX

1,001-5,000 employees

Paper Manufacturing

About the position

The Customer Service Advocate will support the Fort Worth, TX location by receiving and processing material orders from customers through various communication channels. This role involves detailed data entry, customer communication, and collaboration with internal teams to ensure timely and accurate order fulfillment.

Responsibilities

• Receive order data from sales representatives.
• Enter order data into the computer system accurately.
• Inform customers about unit prices, shipping dates, and anticipated delays.
• Print shipment documents for warehouse processing.
• Resolve customer complaints effectively.
• Track returned merchandise and adjust service quality accordingly.
• Consult with production, warehouse, and drivers to expedite or trace shipments.
• Compile quality measures and prepare reports for management.
• Follow established policies and guidelines for customer accounts and service.
• Work closely with the sales team to identify new customer opportunities.
• Provide timely feedback to management regarding service failures or customer concerns.
• Partner with sales representatives and warehouse teams to meet customer expectations.

Requirements

• Some college preferred.
• Six months of customer service experience or six months in an office environment.
• Highly effective analytical skills to identify and resolve problems.
• Strong interpersonal, verbal, and written communication skills.
• Fluency in English, with bilingual skills preferred for some locations.
• Excellent speed and accuracy in data entry (preferably 60 wpm).
• Ability to create and edit documents in MS Office (Word and Excel).
• Ability to identify issues and communicate effectively with the team or management.
• Availability to work the last day of each month for month-end processing.

Nice-to-haves

• Bilingual skills preferred for some locations.

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance