Mgr II, Customer Service

Smurfit Westrock plc; Leicester; On-site; GBP 40,000 - 56,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Manager in Leicester to lead the Customer Service team, ensuring high service levels and effective front-end processes. You will drive pricing accuracy, stock utilisation, and smooth onboarding of new business while reporting on KPIs to support margin and growth.

Reporting to the Regional Operations Manager – Leicester Group, you will develop the team, manage governance of customer agreements, and foster strong customer relationships through

Qualifications

• Experience in customer relations within manufacturing environments.
• Strong numerical and verbal reasoning aligned to management needs.
• IT literate with proficiency in Excel, Word, PowerPoint and Outlook.

Responsibilities

• Lead, develop, and motivate the CS team to meet customer expectations.
• Oversee front-end commercial processes and pricing accuracy.
• Own CS commercial activities including price application and stock use.
• Monitor KPIs, perform analysis, and publish monthly reports.
• Ensure accurate order processing within Radius and data integrity.
• Manage workload and escalate customer issues when needed.
• Build relationships and lead customer meetings to drive growth.
• Support onboarding of new business and integration projects.
• Govern customer agreements and ensure compliance and governance.
• Identify cost-saving and margin improvement initiatives.
• Drive continuous improvement across the CS department.

Skills

Advanced Excel

Leadership

Manufacturing background

Customer relations

Tools

Radius ERP

MS Office

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.

Job Title

Customer Service Manager

Department

Customer Service

Reports to

Regional Operations Manager – Leicester Group

Direct reports

Customer Service team (8)

The Role:

Reporting to the Regional Operations Manager – Leicester Group, with a dotted line to the Regional Customer Excellence Manager – Consumer Packaging England and Wales, you will manage the performance of the Customer Service Team, front end commercial reviews and process adherence, integration of new business, and the site’s responsiveness to customer requirements, in order to achieve the agreed business performance objectives.

Key Responsibilities:

• Lead, develop, and motivate the Customer Service team to deliver high performance, flexibility, and consistent achievement of customer expectations
• Drive adherence to front-end commercial processes, embedding commercial awareness to maximise margin and identify growth opportunities
• Own and manage all CS commercial activities, including price application, extra charges, MOQ compliance, and stock utilisation, with regular performance reviews
• Monitor, analyse, and publish CS commercial and operational performance data, including KPIs, account analysis, and monthly reporting
• Ensure accurate and efficient order processing within Radius, maintaining correct pricing structures and data integrity
• Balance team workload effectively, aligning individual capability with customer and business priorities
• Act as the senior escalation point for customer issues, ensuring timely resolution and clear communication with customers and internal teams
• Build and maintain strong customer relationships, supporting and leading customer meetings and visits to drive loyalty and business growth
• Support new business development by managing customer onboarding projects from enquiry through to full integration
• Own and continuously improve new business implementation processes and tools, ensuring all new business is implemented in line with agreed pricing
• Ensure robust contract governance, with all customer agreements in place, compliant, and adhered to
• Manage finished goods and aged stock to optimise utilisation and minimise waste
• Identify and deliver cost-saving and margin improvement initiatives through targeted projects
• Drive continuous improvement, standardisation, and efficiency across the department to enhance service and reduce errors
• Lead team development through regular reviews, training, and clear communication to ensure alignment and capability growth
• Ensure operational continuity and high service levels during periods of absence or peak demand
• Maintain high standards of health, safety, and environmental compliance, ensuring a safe working environment
• Proactively highlight risks, including challenging products or orders, and implement appropriate actions

KNOWLEDGE, SKILLS, EXPERIENCE:

• Experienced in Customer Relations with a manufacturing background
• Knowledge of a packaging business highly desirable
• Numerical / verbal reasoning skills at management norm
• IT literate to Advanced level in Excel, Word, PowerPoint, and Outlook

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.