Customer Service Executive

Smurfit Westrock; Duckmanton; On-site; GBP 23,000 - 36,000; Full time

Benefits offered by this job

Annual leave and pension

Cycle to Work scheme

Job summary

Smurfit Westrock in the UK is seeking a highly organised Customer Service Executive to join our FMCG packaging business. You will be the main contact for your key customers, ensuring orders are delivered on time and issues are resolved quickly.

Responsibilities include managing accounts, building strong customer relationships, processing orders via ERP, and coordinating with Production, Planning, Transport and Warehouse to meet demand while maintaining data accuracy and meeting SLAs.

Qualifications

• Experience in a B2B customer service role within FMCG or manufacturing.
• Proven ability to manage multiple priorities and meet SLAs.
• Strong communication and relationship-building skills.

Responsibilities

• Manage customer accounts and act as the primary contact for day-to-day enquiries.
• Build and maintain relationships with customers and understand their requirements.
• Process customer orders accurately through business systems.
• Liaise with Production, Planning, Transport and Warehouse to meet demand.
• Balance stock levels, production schedules and transport availability to meet targets and SLAs.
• Proactively communicate order progress and resolve issues promptly

Skills

B2B Customer Service

Manufacturing/FMCG experience

Excellent communication

Organised with attention to detail

ERP/order processing systems

Excel proficiency

Tools

ERP / order processing systems

Excel

Job description

Join Our Team at Smurfit Westrock!

Are you searching for a workplace that values you and your growth? At Smurfit Westrock, we’re committed to sustainability, employee well-being, and personal development.

About Us

We are a global leader in sustainable paper and packaging. Our focus is on the health and safety of our employees, the well-being of our communities, and delivering exceptional service to our customers. We support our team members to reach their full potential in an inclusive environment that values diversity.

The Role

We are looking for a highly organised and customer-focused Customer Service Executive to join our fast-paced packaging manufacturing business. Situated just off Junction 29A of the M1, this is an excellent opportunity for someone with B2B customer service experience, who thrives in an FMCG environment and enjoys building strong customer relationships.

As the key point of contact for your own key customers, you will play a vital role in ensuring orders are delivered on time and in full, customer expectations are exceeded, and any issues are resolved quickly and professionally.

What You’ll Do

• Manage customer accounts and act as the primary contact for day-to-day enquiries
• Build and maintain strong relationships with customers, developing a thorough understanding of their requirements
• Process customer orders accurately and efficiently through the business systems
• Liaise closely with Production, Planning, Transport and Warehouse teams to ensure customer demands are met
• Balance stock levels, production schedules and transport availability to achieve the best outcomes for both customers and the business, in line with targets and SLAs
• Proactively communicate order progress, potential delays and solutions to customers
• Respond to and manage customer queries, complaints and issues through to successful resolutionMonitor customer forecasts and stock requirements to ensure continuity of supply
• Maintain accurate customer records and ensure all administration is completed to a high standard
• Support continuous improvement initiatives to enhance customer service performance

What You’ll Bring

• Previous experience in a B2B Customer Service, Customer Services Administrator or Account Coordinator role
• Experience working within a manufacturing, packaging, FMCG or food production environment would be highly advantageous
• Excellent communication and relationship-building skills
• Strong problem-solving ability with a proactive, customer-first approach
• Comfortable managing multiple priorities and working at pace in a demanding environment
• Able to confidently coordinate between customers, production planning, stock control and transport functions
• Highly organised with strong attention to detail
• Competent user of Microsoft Office, particularly Excel, and ERP/order processing systems
• Resilient, adaptable and able to remain calm under pressure

Why this role?

If you enjoy building relationships, solving problems and delivering exceptional customer service in a fast-moving FMCG environment, we'd love to hear from you.

What We Offer

• Competitive salary & benefits, including annual leave, pension, and a Cycle to Work scheme
• Ongoing training and development opportunities
• 24/7 confidential support for you and your family
• Flexible working options and family-friendly policies
• Guaranteed interview for candidates meeting essential criteria (Disability Confident Employer)

Smurfit Westrock reserve the right to only shortlist candidates who meet both the Essential and Desirable Criteria.

We are an equal opportunities employer, and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

We practice equality of opportunity in employment and select the best person for the job.