Customer Service Logistics Manager - Retail Distribution

HYBRID ROLE BASED OUT OF OUR PHOENIX LOCATION

Job Purpose:

The Customer Service Logistics Manager, Retail Distribution will manage the comprehensive order processing and inventory management globally within the Co-Packing & Retail Solutions Distribution division in Veritiv. This role is an individual contributor role that will not have any direct reports.

Job Responsibilities:

● Communicate with allocated customers to develop a new relationship as well as foster existing ones.
● Provide proactive, quality service to customers while identifying opportunities to secure new business or support retention
● Act as the first point of contact for resolving customer queries and complaints
● Sharing expertise with team members on best practices for customer communication, issue resolution, and critical thinking
● Develop a relationship with sales team by being proactive and offering creative solutions
● Participate in training of system enhancements, applications, products, and new processes.
● Completes timely order processing, confirmations, order tracking/status updates, product availability, and all other internal and external customer inquiries.
● Works effectively with all functional areas (sales, ops, finance, etc.) to satisfy customer needs
● Manage resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries for the customer with appropriate personnel
● Perform other duties as assigned
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Additional Responsibilities & Qualifications:

• Manage comprehensive order processing for domestic and international customers, including product availability communication and order fulfillment coordination.
• Generate detailed inventory and shipment analytics through weekly and monthly reporting, utilizing advanced ERP and accounting software systems.
• Maintain precise documentation and records, including shipping documents, invoices, packing lists, and comprehensive vendor file management.
• Execute end-to-end inventory management, including accurate receipt tracking, system data maintenance, product assembly, and finished goods shipment.
• Provide professional, timely, and effective communication across multidisciplinary teams and external stakeholders, resolving issues proactively and efficiently.
• Operate with high autonomy, performing assigned tasks with minimal supervision while adhering to established standard operating procedures.
• Develop and implement continuous improvement strategies for distribution processes, enhancing operational efficiency and workflow optimization.
• Coordinate complex project management, simultaneously handling multiple priorities with integrated scheduling and strategic planning.
• Facilitate knowledge transfer through comprehensive employee training and mentorship within the distribution department.
• Ensure compliance with documented procedures, maintaining highest standards of accuracy, professionalism, and operational excellence.

Work Experience:

● 3-5 years of related job experience.

Education:

● Bachelor's Degree Preferred

● High School Diploma/GED

What We Offer

• Engaging and inclusive culture with employee-led Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits, 401k, paid time off and tuition reimbursement.

About Veritiv

Together with its subsidiaries, Veritiv is the leading full-service provider of packaging solutions. Veritiv also provides JanSan, hygiene, print and publishing products and services. Veritiv serves customers in a wide range of industries, through team members around the world helping shape the success of its customers. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.