Sr. Asst, Customer Service

Sr. Asst, 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.

Serve customers, meeting their expectations & needs to his/her full satisfaction; resolving product and service problems.

Primary Duties

Supply the necessary information for potential/new customers and support a smooth set up process. Ensure all documentation is provided/in place according to established procedures and policies

Coordinate externally (customers) and internally, the development of new products and prototypes according to customers' needs

Perform estimates calculation and or provide the information needed to the Estimation/Quoting team (depending on complexity). Obtain sales price approvals, and provide timely estimates to customers

Assist the Customer Service Supervisor with information needed for customer development projects and/or participation in customer's bids

Supply information needed for the Sales Team in order to accomplish customers' requirements

For customers' sale orders, verify that prices have been approved by the management, and register approved prices into the ERP system

Assist the Purchasing and Technical with technical information regarding tooling, freight, pallets or any special customer's requirements

Control the orders and take a lead in documenting quality requirements for the product/customer

Review contracts ensuring that contract requirements are adequately defined between Sales Team and customer, resolving any contract requirements differing form those stated in the quote, and verifying that the company has the capability to meet contractual requirements

Ensure accurately and timely order entry into the ERP system and follow up it with all departments involved until the order has been received by customer

Prepare clear and accurate documentation for the communication of customer requirements

Inform customers about changes in process or procedures when these potentially affect them based on Customer Service Manager & Supervisor guidance

Process all queries efficiently, liaise with all stakeholders, internal departments and other external as required - deliver prompt and professional solutions via phone, email, online chat etc.

Generate all reports needed for their daily function e.g. OTS report, open sales orders, routing list, booking, production, plant capacity, among others

Follow up on the check list for the daily and monthly main activities

Support the AR department with information for pending payments when needed

Build and maintain excellent relations with all customers and promote the professional image of the company

Adhere to all business unit processes/procedures, work within product guidelines and restrictions

Responsible for reports/internal/external communications as directed

Operate to the highest possible standards during all transactions/engagements both internal and external

Attend all training sessions as required e.g. product knowledge etc.

Learn relevant local and company requirements, rules and procedures. Strictly follows rules and guidelines and always uses the right procedure for the job. Promptly reports incidents, near-misses, and unsafe conditions or processes. SKNA employees regardless of level, position or tenure are responsible for upholding the safety standards regulations and policies.

Support Customer Service Manager and Supervisor in process improvements

May be assigned to other projects and duties

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.