Senior Customer Service Representative

Senior Coordinator, 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.

Position Summary

The Customer Service Coordinator is responsible for directing and coordinating activities related to the production and fulfillment of company products. This position serves as the primary liaison between customers and the plant, ensuring accurate order processing, effective communication, timely issue resolution, and exceptional customer service.

Essential Duties and Responsibilities

• Confirm and enter new customer orders.
• Enter customer releases and production loads.
• Maintain and update customer pricing.
• Assign board to purchase order-driven business.
• Manage sample, proof, and color standard approvals for new and transferred business.
• Coordinate quality planning sessions for new and transferred business.
• Collect outstanding customer accounts receivable balances.
• Complete month-end reports and reporting duties.
• Receive, document, and process customer complaints.
• Enforce FIFO (First In, First Out) inventory practices.
• Assist with answering phones and directing customer calls.
• Manage aged inventory.
• Manage overrun and zero-value cartons within the month they are produced.
• Cross-train on all customer accounts.
• Communicate effectively with customers and plant personnel at all organizational levels.
• Ensure responsibility for product safety and product quality by reporting any product safety or quality concerns to Senior Management or the Quality Manager.
• Perform other duties as assigned to support business operations.

Qualifications

• Excellent written and verbal communication skills.
• Strong professional negotiation and leadership abilities.
• Ability to resolve employee conflicts using appropriate problem-solving techniques.
• Proficient in Microsoft Office Suite.
• Strong organizational, analytical, and project management skills.
• Excellent customer service skills and a customer-focused mindset.

Required Skills

• Professional communication skills with the ability to interact effectively at all levels of the organization.
• Sound judgment and the ability to manage stressful customer situations professionally.
• Strong interpersonal skills and flexibility.
• Self-motivated with the ability to prioritize multiple tasks and projects simultaneously.
• Ability to work independently while meeting multiple deadlines.
• Strong attention to detail and accuracy.

Compliance Requirements

Employees must comply with all company workplace rules, policies, and procedures, including but not limited to:

• SQF (Safe Quality Food) requirements
• Safety policies and procedures
• Company policies and work instructions

Personal Protective Equipment (PPE)

The following PPE is required as applicable:

• Safety glasses
• Safety shoes
• Ear plugs
• Cut-resistant gloves
• Hairnet
• Beard net (when applicable)
• Hard hat (when required)

Physical Requirements

This position must meet the physical requirements established by OccuMed through the WorkSteps program.

Reporting Relationship

Reports To: Customer Service Manager