Customer Account Specialist

Customer Account Specialist

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 Account Specialist determines supply chain solutions and manages order fulfillment and communication for multiple B2B customers. They build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs. This position is ideal for professionals with a desire to obtain a solid foundation to pursue a career in B2B sales.

Metrics for success in this role will include, but not be limited to:

On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense

How you will impact Smurfit Westrock

• Serve as the primary point of contact for customers on any customer requests. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
• Provide complete and timely communication to both customers and internal teams. Manage the account needs, including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
• Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer's needs while managing the cost to serve
• Execute and oversee customer orders to ensure on time delivery using various technology applications
• Provide solution options as necessary in response to unexpected events that may cause an inability to meet customer needs. Customer Account Specialists have the discretion and autonomy to interface with customers, production planning, and logistics teams to drive decisions to meet customer requirements.
• Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
• Balance service solutions with the cost to serve, including minimizing excess freight costs and aged inventory
• Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
• Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels
• Act as a liaison between customers, Production Planning, Logistics, and Manufacturing throughout the order-to-cash cycle
• Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
• Visit customers to develop relationships and become educated on the needs of their business
• Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
• Track and reconcile weekly/monthly order metrics versus established targets
• Utilize data from various sources for optimal decision-making
• Advise on and implement process improvements

What you need to Succeed

• Bachelor's degree in business or supply chain preferred, or 2-5 years of B2B customer service experience
• Strong verbal and written communication skills with the ability to engage with all levels, including Executive and Senior management
• High level of proficiency in MS Office, especially Excel
• Problem-solving skills and ability to work with cross-functional partners to resolve issues to maintain customer satisfaction
• Time management skills to complete all tasks timely, accurately, and completely
• Drive to provide a high level of customer satisfaction

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.