Sr. Asst, Customer Service

Sr. Asst, Customer Service

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

The Opportunity: The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between customers, sales, and operations teams. This role is responsible for receiving, processing, and managing routine customer orders, inquiries, and issues related to order fulfillment.

The CSR maintains ongoing relationships with multiple customers and internal stakeholders by utilizing knowledge of products, logistics, production planning, and inventory management. In this role, a typical day includes managing order activity, tracking inventory and shipments, responding to customer inquiries, and proactively addressing potential service or delivery challenges to ensure a positive customer experience.

How you will impact Smurfit WestRock:

• Provide pricing, inventory availability, and production schedule information to customers
• Track warehouse inventory and update customers on order status
• Run customized reports and share data and insights with customers
• Review customer credit information to ensure appropriate credit is established for orders
• Track order activity and alert internal teams of potential delivery issues
• Suggest alternative products or solutions to meet customer needs when appropriate
• Support the development of corrective action plans by partnering with Quality to resolve product or service issues
• Record, organize, and process customer orders and inquiries received via phone, email, or direct contact
• Obtain pricing for services and materials required for products manufactured at alternate facilities
• Serve as a key connection point between customers and sales to drive responsiveness and satisfaction
• Collaborate across teams to negotiate solutions that align with customer needs and company priorities
• Partner with Quality and Pre-Pricing teams to resolve issues and ensure accurate customer specifications
• Communicate proactively with customers regarding issue resolution, order status, and expectations

What you need to succeed:

Required Qualifications:

• High School diploma or G.E.D.
• 3+ years of customer service experience in a manufacturing or similar environment

Preferred Qualifications:

• 35 years of experience within a manufacturing environment
• Experience with order entry or ERP systems (e.g., AS/400)

Technical Skills:

• Proficiency in Microsoft Office (Excel, Outlook, PowerPoint)

Skills, Knowledge, and Abilities:

• Customer-Oriented: Demonstrates a strong commitment to meeting customer needs and resolving issues in a timely manner
• Communication: Clearly conveys information verbally and in writing while actively listening to ensure understanding
• Collaboration: Works effectively across teams to achieve objectives and maintain strong working relationships
• Problem-Solving: Identifies issues, evaluates solutions, and implements effective resolutions using a logical approach
• Growth and Results Oriented: Demonstrates curiosity, initiative, and a drive for continuous improvement
• Organizational Skills: Effectively prioritizes and manages tasks to achieve desired outcomes

What we offer:

• Corporate culture based on integrity, respect, accountability and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.