Sr. Asst, Customer Service

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

The Opportunity: As a Customer Service Representative (CSR), you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. As CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining 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:

1. Represent Smurfit Westrock values and deliver excellent service through each interaction.
2. Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact.
3. Run customized reports and share data with customers.
4. Provide pricing, inventory availability and production schedule information to customers.
5. Track order activity and alert appropriate staff of any potential delivery problems.
6. Partner with Quality Manager to resolve routine customer issues.
7. Suggest alternative products or services to meet customer needs when appropriate.
8. Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction.
9. Track warehouse inventories and update customers on order status.
10. Quickly and effectively resolve customer or production issues, maintaining clear communication with customers on status and resolution.

What you need to succeed:

1. High School diploma or G.E.D.
2. Must have 3+ years of customer service-related work experience.
3. Previous experience in manufacturing industry is preferred.
4. Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind.
5. Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions.
6. Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development.
7. Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals.
8. Proficient in MS Office, able to learn new software.

What we offer:

1. Corporate culture based on integrity, respect, accountability and excellence.
2. Comprehensive training with numerous learning and development opportunities.
3. A competitive salary reflecting skills, competencies and potential, along with competitive benefits and pension from the first day of hire.
4. A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

As part of our commitment to accessibility for all persons with disabilities, Smurfit Westrock will, upon request from the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact Smurfit Westrock, Human Resources about your needs and we will consult with you to ensure suitable accommodation is provided.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.