Customer Service Specialist

Position Summary

The Customer Service Specialist serves as a key link among customers, sales, production, planning, and shipping. This role manages customer orders from entry through delivery, communicates promptly and accurately, supports production-planning activities, and helps resolve issues that may affect service. The successful candidate is detail-oriented, responsive, and comfortable coordinating priorities in a fast-paced manufacturing environment.

Essential Responsibilities

• Manage customer orders in the order-management system, including entry, review, changes, confirmations, and follow-up through shipment.

• Communicate order status, production timing, availability, and delivery information clearly and promptly to customers and internal partners.

• Coordinate with sales, production, planning, shipping, and other mill teams to align customer requirements with operating capabilities.

• Identify and help resolve order discrepancies, production constraints, shipping issues, and other service risks; escalate concerns when appropriate.

• Maintain accurate customer, order, product, and delivery information across applicable systems and records.

• Support production planning in SCO and X-Trim as assigned, including primary or backup planning responsibilities based on mill needs.

• Support Panther pattern management and related order or shipping activities.

• Monitor open orders and priorities to anticipate service issues and recommend practical solutions.

• Build productive customer relationships by responding professionally, setting clear expectations, and following through on commitments.

• Provide cross-coverage for team members and contribute to standardized, efficient customer-service processes.

• Prepare or maintain routine reports, documentation, and updates needed to support customer service and mill execution.

• Perform other related duties based on business and mill requirements.

Required Qualifications

• High school diploma or equivalent.

• Experience in customer service, order management, logistics, supply chain, manufacturing support, or a related field.

• Strong written and verbal communication skills.

• Demonstrated accuracy, organization, and follow-through while managing multiple priorities.

• Ability to analyze information, solve problems, and make sound decisions within established guidelines.

• Proficiency with Microsoft Office applications and the ability to learn business systems quickly.

• Ability to collaborate effectively with customers and partners across sales, operations, planning, and shipping.

Preferred Qualifications

• Associate degree or higher in business, supply chain, operations, or a related discipline.

• Customer-service or order-management experience in a manufacturing environment.

• Experience with SOM, SCO, X-Trim, Panther, enterprise resource planning systems, or comparable production and order-management tools.

• Experience supporting production planning, shipping coordination, inventory availability, or non-prime sales.

Key Competencies

• Customer focus and service ownership

• Clear, professional communication

• Attention to detail and data accuracy

• Planning, prioritization, and adaptability

• Problem-solving and sound judgment

• Cross-functional teamwork

• Initiative, accountability, and continuous improvement

Work Environment

This position is office- and manufacturing-support based and requires regular interaction with customers and mill personnel. The role may require schedule flexibility to support operational needs, shipment timing, customer priorities, and team coverage.

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.

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.