Customer Service Executive

Smurfit Kappa Group; Hilcote; Remote; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Pension

Cycle to Work

Training opportunities

Flexible working

Disability Confident interview

Job summary

Smurfit Westrock is seeking a Customer Service Executive to join our fast-paced packaging manufacturing team near the M1. You will manage key customer accounts, coordinate with production planning and logistics, and drive on-time, in-full delivery while delivering exceptional service.

The role requires strong communication, relationship-building, and the ability to manage multiple priorities in a demanding environment. We offer development opportunities and a supportive, inclusive workplace.

Qualifications

• Experience in a B2B customer service role or equivalent
• Experience in manufacturing, packaging, FMCG or food production environments is advantageous
• Excellent communication and relationship-building skills
• Strong problem-solving with a customer-first approach
• Comfortable coordinating multiple priorities and working at pace
• Able to coordinate between customers, production planning, stock control and transport functions
• Highly organised with strong attention to detail
• Proficient with Microsoft Office (Excel) and ERP/order processing systems
• Resilient, adaptable and calm under pressure

Responsibilities

• Manage customer accounts and act as the primary contact for day-to-day enquiries
• Build and maintain strong relationships with customers and understand their requirements
• Process customer orders accurately through business systems
• Coordinate with Production, Planning, Transport and Warehouse to meet customer demands
• Balance stock levels and production schedules to achieve best outcomes
• Proactively communicate order progress and delays to customers
• Respond to queries and resolve issues to ensure customer satisfaction
• Monitor forecasts and stock to ensure continuity of supply
• Maintain accurate customer records and complete administration to a high standard
• Support continuous improvement initiatives to enhance service performance

Skills

B2B customer service

Manufacturing FMCG experience

Communication skills

Problem solving

Multitasking

Cross-functional coordination

Attention to detail

Excel/ERP proficiency

Resilience

Tools

Excel/ERP

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 ServiceExecutiveto 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 resolution
• Monitor 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.