Customer Account Specialist

Customer Account SpecialistSmurfit 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.How you will impact Smurfit Westrock:The Customer Account Specialist is responsible for determining supply chain solutions and managing order fulfillment and communication for multiple B2B customers. Customer Account Specialists build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.Communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. 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 serveExecute and oversee customer orders in a timely manner using various technology applicationsServe as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.Provide solutions for orders that are not able to meet the customer's needs. Customer Account Specialists have 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 necessaryBalance service solutions with the cost to serve including minimizing excess freight costs and aged inventoryProvide prompt communication to the customers and sales team regarding challenges in meeting requested delivery datesAnalyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levelsAct as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycleProactively manage exceptions and be able to use discretion and influence to mitigate cost to serveVisit customers to develop relationships and become educated on the needs of their businessParticipate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfactionProvide solution options as necessary in response to unexpected eventsTrack and reconcile weekly/monthly metrics versus established targetsUtilize data from various sources for optimal decision makingAdvise on and implement process improvementsMetrics include:On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight ExpenseRequirements to Succeed:Bachelor's degree in business or supply chain, or 2-5 years of B2B customer service experience preferredStrong verbal and written communication skills with ability to engage with all levels including Executive and Senior managementHigh level of proficiency in MS Office, especially ExcelProblem solving skills and ability to work with cross functional partners to resolve issues to maintain customer satisfactionTime management skills to complete all tasks timely, accurately, and completelyDrive to provide a high level of customer satisfactionQualified 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. The salary range for this position is $61,875.00 - $103,125.00, depending on your role, level, and location. The range listed is also the expected pay for roles in Illinois and Colorado. The benefits for this role include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 15 days of paid vacation, and 11 days of paid holidays, subject to annual change. To learn more about this posting, please contact your recruiter during the hiring process. You may apply online at Smurfit Westrock External Careers and the application window is expected to close by 26-Nov-2026.