Customer Service Account Executive

Smurfit Westrock; Bourne; On-site; GBP 23,000 - 29,000; Full time

Job summary

Smurfit Westrock in Bourne seeks a customer service/accounts liaison with 2–3 years in a manufacturing setting. You will manage day-to-day enquiries, maintain customer files, follow SOPs, and ensure accurate pricing and order details while building strong customer relationships.

The role requires proficiency with Excel/Word/Outlook, a valid UK driving licence, and the ability to coordinate across multiple sites. You will contribute to KPI reporting and process improvements.

Qualifications

• Experience in a manufacturing environment.
• Customer Service / account handling of 2–3 years minimum.
• Experience of networking across a multi-site organisation.
• Good knowledge of packaging/manufacturing processes desirable.
• IT literate to intermediate level on Excel, Word, Outlook.
• UK driving licence.

Responsibilities

• Manage day-to-day enquiries from a specific range of customers, achieving an effective workload.
• Establish and maintain customer specification files.
• Understand and follow Standard Operating Procedures for customer communication.
• Contribute to achieving individual account and departmental objectives.
• Verify application of correct customer prices to orders and handle price issues/requests.
• Assist in updating order information post-production to ensure accuracy of product specs.
• Develop and maintain professional customer relationships to improve communication and loyalty.
• Communicate re-dates, shortages, quality issues, and changes to orders promptly.
• Assist in providing accurate monthly performance reports and KPI reporting.

Skills

Manufacturing environment

Customer service

Multi-site networking

Excel

Word

Outlook

UK driving licence

Tools

IT literacy - Excel/Word/Outlook

Job description

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.

Location: Bourne

Job Responsibilities / Key accountabilities

• Manage the day-to-day enquiries from a specific range of customers, achieving an effective workload.
• Establish and maintain customer specification files.
• Understand and follow Standard Operating Procedures for customer communication.
• Contribute to achieving individual account and departmental objectives.
• Verify the application of correct customer prices to orders and dealing with price issues and price requests.
• Assist in the updating of order information post-production, as part of the team responsibility to ensure the accuracy of product specifications.
• Develop and maintain professional customer relationships to improve the flow of communication, understanding and increase loyalty to the business.
• Communicating any re-dates, shortages, quality issues, technical checks in a timely manner to the customer as well as any changes to orders relating to order quantity or delivery date.
• Assist in the provision of accurate monthly performance reports as required by customers.
• Assist in the monthly KPI reporting.
• All Data requests should be dealt with in a timely manner.
• Assisting stock checks and /or queries.
• Ensuring that there is a level of general system housekeeping, e.g. closing down jobs.
• Keeping on top of obsolete items / destructions.
• Checking Proofing, Artwork or pdf requests.
• Input ideas and help to implement specific projects including cost saving and margin improvement initiatives, within the appropriate area of influence.
• Support team resource needs during holiday periods, showing flexibility to assist with other accounts.
• Support colleagues in training and continuous improvement activities.
• Stock allocation maintaining a last in first out process.

Knowledge, Skills, Experience

• Experience of a manufacturing environment.
• Customer Service / account handling of c.2-3 years minimum.
• Experience of networking across a multi-site organisation.
• Good knowledge of a packaging business / manufacturing process desirable.
• IT literate to intermediate level on Excel, Word, Outlook.
• UK driving licence.

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.