Customer Service Account Executive

WestRock; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading packaging solutions company in the United Kingdom is seeking a motivated individual for customer service management. The role involves managing customer inquiries, maintaining specifications, and ensuring effective communication regarding orders. Ideal candidates have 2-3 years of customer service experience in a manufacturing environment. Strong communication and negotiation skills are essential for success. This position offers an opportunity to contribute to a team focused on improving customer relationships and operational efficiency.

Qualifications

• 2-3 years of experience in customer service or account handling.
• Experience in a manufacturing environment.
• Strong communication and presentation skills.

Responsibilities

• Manage day-to-day enquiries from customers.
• Maintain customer specification files.
• Communicate quality issues and order changes to customers.

Skills

Customer Service

Communication skills

Teamwork

Negotiation skills

Tools

Excel

Word

Outlook

Job description

Description & Requirements

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.

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 min.
• Experience of networking across a multi-site organisation
• Confident communication / presentation skills.
• Team working experience.
• Negotiation skills.
• Good knowledge of a packaging business / manufacturing process desirable.
• IT literate to intermediate level on Excel, Word, Outlook.
• UK driving license.