Sr. Coord, Customer Service

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 plays a critical role in driving sales growth while delivering exceptional service to customers. This position serves as the primary liaison between customers and internal teams, ensuring seamless communication and execution across all stages of the sales and order lifecycle. On a day-to-day basis, the role involves managing customer inquiries, developing solutions aligned with customer needs, preparing and reviewing quotes, and monitoring project progress from inception through delivery. The Customer Account Specialist helps strengthen customer relationships, supports business development efforts, and ensures a high level of customer satisfaction while contributing to overall revenue growth.

How you will impact the organization:

• Serve as the primary point of contact for all customer inquiries, both walk-in and call-in
• Present and explain products and services to prospective and existing customers
• Guide customers toward appropriate products and manufacturing solutions
• Prepare and coordinate project documentation across internal departments
• Review and validate customer requirements and ensure accuracy of project data
• Evaluate and submit quotations, and manage follow-up and negotiations
• Meet with customers to review proposals, projects, and processes
• Process and manage orders while tracking progress through production
• Communicate timelines and proactively address any deviations
• Handle customer service needs and ensure customer satisfaction
• Escalate customer concerns, complaints, and rejections appropriately
• Support business development by engaging leads and sharing company offerings
• Analyze pricing scenarios and establish competitive product pricing
• Manage new customer onboarding and account setup
• Coordinate proof submissions and approvals for customer orders
• Perform additional duties as assigned

What you need to succeed:

• High school diploma or GED required; college degree preferred
• Minimum of 5 years of sales experience with a strong customer service focus
• Proficiency in Microsoft Office applications including Excel, PowerPoint, and Outlook
• Ability to manage multiple priorities and meet critical deadlines
• Strong attention to detail, including accurate measurement and data validation
• Basic knowledge of design, composition, proofreading, and printing processes
• Strong written and verbal communication skills
• Ability to present information effectively in individual and small group settings
• Mathematical skills to calculate pricing, discounts, and other business metrics
• Ability to handle inbound calls and provide excellent customer support
• Ability to pass color vision and color hue testing
• Demonstrated reliability and dependability
• Ability to perform essential functions of the role with or without accommodation

Physical Demands and Work Environment:

This position requires the ability to sit, stand, walk, talk, see, and hear. The role involves frequent use of computers, phone communication, and handling documents. Occasional lifting or handling of light materials may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

What we offer:

• A culture rooted in integrity, respect, accountability, and excellence
• Opportunities for professional development and career growth
• Competitive compensation aligned with skills and experience
• A collaborative and customer-focused work environment