Sr. Asst, Customer Service

Sr. Assistant, 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.

The Opportunity

The Senior Assistant Customer Service represents WestRock to the customer and serves as a critical liaison between customers, sales, and operations teams. As the first point of contact, this role sets the tone for the overall customer experience and builds strong, ongoing relationships with multiple customers and sales teams across one or more plants. This position requires a well-rounded understanding of products, production planning, logistics, and inventory management to effectively support customer needs and drive operational success.

How You Will Impact Smurfit WestRock

• Facilitate quotes and provide accurate pricing to support customer needs and business objectives
• Create new item specifications and support project setup to enable efficient production
• Manage customer accounts by processing orders and inquiries, scheduling machine demand, and ensuring on-time delivery
• Monitor order activity and inventory levels, proactively communicating risks or issues to customers and internal teams
• Coordinate outside purchases for materials and services required in manufacturing customer projects
• Produce and share reports and data insights with customers to support informed decision-making
• Partner with the Quality Manager to research, troubleshoot, and resolve customer quality concerns
• Serve as a key liaison between customers, sales, credit, and collections to ensure responsiveness and satisfaction
• Collaborate with pre-pricing, production, planning, and shipping teams to align on specifications, schedules, and delivery timelines
• Support plant leadership initiatives and contribute to overall business goals
• Build strong cross-functional relationships to deliver a seamless and positive customer experience

What You Need To Succeed

• High School Diploma or G.E.D. required; Associate's or Bachelor's degree preferred
• Customer service or related experience in a manufacturing or similar environment required
• 13 years of manufacturing industry experience preferred
• Basic knowledge of operational procedures and tools
• Strong attention to detail with a focus on accuracy and process adherence
• Customer-focused mindset with the ability to build and maintain strong relationships
• Effective communication skills, including active listening and problem resolution
• Proven collaboration skills and ability to work across teams
• Strong problem-solving abilities with a logical, structured approach
• Demonstrated curiosity, learning agility, and results orientation
• Excellent organizational and time management skills with the ability to prioritize and multitask
• Proficiency in Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint)
• Experience with systems such as AS/400, Kiwiplan, Amtech, JD Edwards, Salesforce, EDI, or similar platforms preferred
• Ability to frequently perform computer-based tasks, analyze data, and communicate effectively
• Ability to occasionally lift, push, or pull up to 10 lbs. and perform standard physical tasks associated with an office/manufacturing support role

What We Offer

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training and development opportunities to support career growth
• Competitive compensation aligned with skills, experience, and potential
• Opportunity to build a career with a global packaging leader where sustainability, safety, and inclusion are foundational to how we operate