Customer Service Co-Ordinator

Smurfit Westrock; Cork; On-site; EUR 30,000 - 48,000; Full time

Benefits offered by this job

Annual leave

Pension

Cycle to Work

Training and development

24/7 confidential support

Flexible working options

Disability Confident Employer

Job summary

Smurfit Westrock Cork is hiring a Customer Service Co-Ordinator to act as the main link between customers and internal teams, and to manage the full order process from receipt to dispatch.

You will deliver consistent service, resolve issues with a proactive mindset, and collaborate with Operations, Quality, Sales and Dispatch to improve efficiency and customer satisfaction. This role offers stability in a leading packaging company and opportunities for growth.

Qualifications

• Ability to build strong relationships with customers and colleagues.
• Detail-oriented with multi-tasking capability.
• Proactive, willing to learn, flexible problem-solver.
• Solutions-oriented mindset and independent team contributor.

Responsibilities

• Provide high levels of customer service to customers and Solutions Managers.
• Coordinate with Operations, Quality, Maintenance, Sales and Dispatch.
• Input orders via phone and email; ensure timely dispatch.
• Follow up delivery accuracy and resolve discrepancies.
• Handle pricing and invoice queries promptly.
• Support vendor managed inventory processes and stock requirements.
• Conduct customer site visits to strengthen relationships.
• Assist in process improvements for service delivery.
• Perform other duties as required.

Skills

Relationship building

Detail oriented

Initiative

Problem solving

Independent worker

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.

Smurfit Westrock Cork is seeking a proactive and customer-focused individual to join our team as a Customer Service Co-Ordinator. This role is ideal for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional service. The successful candidate will be a key link between our customers and internal departments, ensuring smooth communication and efficient order management.

We are looking for someone who:

• Has a natural ability to build strong relationships with both customers and colleagues.
• Is detail-oriented and capable of managing multiple tasks with accuracy and professionalism.
• Demonstrates initiative and a willingness to learn, with a flexible approach to problem-solving.
• Brings a solutions-oriented and innovative mindset to everyday challenges.
• Is comfortable working independently while also contributing positively to a team dynamic.

This is a fantastic opportunity for someone looking to grow within a leading packaging company, where customer satisfaction and operational excellence are at the heart of everything we do.

The Role

• Deliver a consistently high level of customer service to both customers and Customer Solutions Managers.
• Act as a key liaison between internal departments (Operations, Quality, Maintenance, Sales, and Dispatch) to ensure seamless service delivery.
• Support the team in achieving optimal performance in cost efficiency, service levels, and responsiveness to customer needs.
• Manage the full order process:
• Receive and input orders via phone, email etc.
• Ensure timely and accurate dispatch of orders in line with customer requirements.
• Follow up to confirm delivery accuracy and resolve any discrepancies.
• Handle customer complaints professionally:
• Investigate root causes.
• Implement corrective actions to prevent recurrence.
• Manage customer pricing and invoice queries in a timely and accurate manner.
• Coordinate the completion of enquiry forms for new customer specifications.
• Oversee the customer sample approval process, ensuring all samples are signed off prior to order placement.
• Support Vendor Managed Inventory (VMI) processes and meet specific customer stock requirements.
• Request and manage materials for traded products as needed.
• Conduct customer site visits to strengthen relationships and identify opportunities for service improvement.
• Collaborate with internal teams to continuously improve service delivery and customer satisfaction.
• Perform any other reasonable duties as requested by management.

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.