Commercial Technical Lead

Commercial Technical Lead

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: As a Bag-in-Box Commercial Technical Lead, you will act as the key technical-commercial partner for our customers across North America. You will support business growth by leading technical discussions, product trials, and customer onboarding activities, while coordinating closely with Sales, Operations, Quality, Supply Chain, and R&D. Through your expertise and customer focus, you will help optimize product performance, strengthen strategic customer relationships, and deliver an outstanding customer experience. This role is ideal for someone who thrives in a fast-paced, customer-centric environment and is looking to build a strong career foundation in sales and commercial functions within a global organization. Bag-in-Box is a sustainable choice of packaging for many industries such as wine, juice, liquid eggs, dairy and also non-food applications such as motor oil and chemicals. Our Vitop Original tap is the most commonly used for Bag-in-Box wines and juices in the world for its exceptional and consistent quality - with a leak rate of less than 1 in 85 million since its launch.

How you will impact Smurfit Westrock:

Act as the North American lead for Bag-in-Box technical-commercial support, serving as the key interface between customers and internal teams. Lead technical customer discussions related to product applications, troubleshooting, operational optimization, filling lines and product performance. Support commercialization activities including customer onboarding, product trials, qualifications, and new product launches across the region. Strengthen strategic customer relationships by acting as a trusted technical-commercial advisor and supporting business growth initiatives. Coordinate cross-functionally with Sales, Operations, Quality, Supply Chain, and R&D to ensure consistent customer support and service excellence. Drive continuous improvement and standardization of technical-commercial processes, while supporting the long-term growth strategy of the North American Bag-in-Box business.

Additionally, you will be responsible for:

Managing the full order-to-delivery process, ensuring accuracy of orders, pricing, lead times, and documentation. Market segment analysis and prospecting new potential customers. Proactively communicate with customers regarding order status, production updates, stock levels, and any service issues. Support Sales Managers with quotes, pricing updates, customer insights, and preparation of commercial materials. Maintain and update customer information, activities, and opportunities in CRM tools. Coordinate cross-functionally with Planning, Logistics, Production, Quality, and Finance to ensure excellent customer experience. Assist with onboarding of new customers, including account set-up, credit applications, and product specification reviews. Identify opportunities to improve customer satisfaction or expand business, and escalate to the Sales Manager when appropriate. Contribute to continuous improvement by suggesting enhancements to processes, tools, and workflows.

What you need to succeed:

Bachelor's degree preferred, or equivalent combination of education and relevant experience. 2+ years of experience in Inside Sales, Customer Service, or a commercial support role. Experience in manufacturing, flexible packaging, or B2B environments is a plus. Strong communication and relationship-building skills, with a customer-first mindset. Demonstrated experience with order entry systems such as CRM platforms and SAP. Strong organizational skills with the ability to manage multiple priorities in a fast-moving environment. Analytical thinker comfortable working with dashboards, KPIs, and commercial data. Energetic, team-oriented, proactive, and able to collaborate effectively with colleagues across multiple functions and sites. Problem-solving attitude and willingness to take initiative to improve customer experience. Ability to thrive in a metrics-driven, high-performance culture.