Customer Service Representative

The Opportunity:

The Customer Service Representative (CSR) represents Smurfit Westrock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact Smurfit Westrock:

Business Excellence

• Provide pricing, inventory availability and production schedule information to customers
• Track warehouse inventories and update customers on order status
• Run customized reports and share data with customers
• Review customer credit information to ensure necessary credit is established for customer orders
• Track order activity and alert appropriate staff of any potential delivery problems
• Suggest alternative products or services to meet customer needs when appropriate
• Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Obtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility

People and Culture

• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on Smurfit WestRock values
• Partner with Quality Manager to resolve routine customer issues
• Partner with pre-pricing specialist to build customer specifications and review with production team to ensure efficient production
• Quickly and effectively resolve customer or production issues, maintaining clear communication with customers on status and resolution

Critical Skills / Capabilities:

• Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind
• Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively
• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using a logical, systematic, or sequential approach
• Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity
• Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives

What you need to succeed:

• Experience in Customer Service or Account Management, ideally within a manufacturing environment
• HS or GED is required; college degree is preferred
• Proficiency in MS Office Suite, and the ability to learn multiple system interfaces
• Order entry system experience (e.g. AS/400) is preferred
• Excellent communication skills, excellent problem-solving skills, able to react within a rapidly changing environment
• Detail-oriented and able to analyze various sources of information that are relevant to the business
• Must have the ability to perform several tasks concurrently with ease and professionalism

What we offer:

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.