Sr. Coord, Customer Service

Job description

Description & Requirements 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.

What We Offer

Medical, Dental and Vision benefits available immediately 401K with company match 120 hours of Paid Time Off and 12 Paid Holidays Other benefits such as company paid Long-Term & Short-Term Disability, Tuition Assistance and more Comprehensive training with numerous learning and development opportunities A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

The Opportunity

Execute job duties in a safe and efficient manner. Compliance with Safety policies and Safety expectations. Each person, regardless of role or position, is responsible for Food Packaging Safety and Quality and GMP. Report any issue or event that poses a risk to employee safety, the environment and facilities, or food packaging safety and quality. Ensure that a safe workplace is always maintained and that the habits and practices of every employee hold safety as the top priority.

Create and maintain a strong safety culture. Compliance of all employees and processes with all food safety and quality regulations (SQF, HACCP) as well as ISO regulations. Represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams. Receive and process routine customer orders, inquiries, and/or customer issues related to orders. Maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

Represent WestRock values and deliver excellent service through each interaction. Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact. Run customized reports and share data with customers. Provide pricing, inventory availability and production schedule information to customers. Track order activity and alert appropriate staff to any potential delivery problems.

Partner with Quality Manager to resolve routine customer issues. Suggest alternative products or services to meet customer needs when appropriate. Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction. Track warehouse inventories and update customers on order status. Quickly and effectively resolve customer or production issues by maintaining clear communication with customers on status and resolution.

Keep area in specs within all 5S requirements. Work in a fast-paced environment. Complete tasks in a timely manner. Follow all applicable policies, procedures, and instructions. Participate in continuous improvement activities, corrective actions, plant/corporate safety events, and training.

What You Need to Succeed

High school diploma or equivalent required. Must have 3+ years of customer service-related work experience. Previous experience in the manufacturing industry is preferred. Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind. Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions. Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development.

Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals. Proficient in Microsoft Office Programs (Word, Excel, PowerPoint, Outlook). Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.