Coord, Customer Service

Customer Service Representative

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.

Salary non-exempt role

$41,625-$69,375 annual

M-F 8a-5p

After 6 months: possibility for hybrid schedule: 3 days in Office, 2 days WFH

The Opportunity:

The Customer Solution Representative will be responsible for being a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact Smurfit Westrock:

• Provide pricing, inventory availability and production schedule information to customers
• Track warehouse inventories and update customers on order status
• Run customized reports and share data with customers
• Review customer credit information to ensure necessary credit is established for customer orders
• Track order activity and alert appropriate staff of any potential delivery problems
• Suggest alternative products or services to meet customer needs when appropriate
• Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Obtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on Smurfit WestRock values
• Partner with Quality Manager to resolve routine customer issues
• Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensure efficient production
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

What you need to succeed:

• Required: 3+ years of customer service related work experience in manufacturing environment or other industries
• Preferred: 3 to 5 years of manufacturing industry experience
• Experience with project management and meeting specific deadlines in a dynamic environment.
• Required: High School diploma or G.E.D.
• Microsoft Office Excel, Outlook, PowerPoint, ERP
• Proven analytical skills with the ability to identify and understand problems and select appropriate resolutions.
• Confident interpersonal, verbal, and written communication skills with various organizational levels.
• Fluency in English required, verbal and written; bilingual skills preferred.
• Proficient data entry skills and above average knowledge of MS Office products.
• Available to work on the last day of each month to process closing of month end.
• Occasional Travel

What we offer:

Benefit eligibility begins Day 1

• 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

Benefits include:

• Medical w/ HSA
• Dental Vision
• Mental Health
• 401(k) with 5% company match
• Paid vacation time & holidays
• Life Insurance & AD&D
• Short- & Long-term Disability Insurance
• Tuition Reimbursement.

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.