B2B Customer Account & Logistics Specialist

Smurfit-Westrock; Richmond (VA); On-site; USD 62,000 - 103,000; Full time

Job summary

Smurfit Westrock in Richmond, VA seeks a Customer Account Specialist to determine supply chain solutions and manage order fulfillment for multiple B2B customers, building strong relationships through proactive service. You will collaborate with sales, logistics, mills, and billing to meet delivery dates, analyze inventory, and drive customer satisfaction.

A Bachelor’s degree or 2–5 years of B2B experience is required, along with strong Excel skills.

Qualifications

• Bachelor’s degree in business or supply chain, or 2-5 years of B2B customer service experience.
• Strong verbal and written communication skills with ability to engage with all levels including Executive and Senior management.
• High level of proficiency in MS Office, especially Excel.
• Problem solving skills and ability to work with cross functional partners to resolve issues to maintain customer satisfaction.
• Time management skills to complete all tasks timely, accurately, and completely.
• Drive to provide a high level of customer satisfaction.

Responsibilities

• Communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. Manage the account needs including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
• Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer’s needs while managing the cost to serve.
• Execute and oversee customer orders in a timely manner using various technology applications.
• Serve as the primary point of contact for customers on any requests they may have; engage with other teams to facilitate solutions.
• Provide solutions for orders that are not able to meet the customer’s needs and drive decisions with production planning and logistics.
• Identify issues that may inhibit customer satisfaction and elevate when necessary.
• Balance service solutions with the cost to serve including minimizing excess freight costs and aged inventory.
• Provide prompt communication to customers and sales regarding delivery challenges.
• Analyze inventory levels and decide how to fill orders from inventory to meet delivery dates.
• Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle.
• Proactively manage exceptions and influence to mitigate cost to serve.
• Visit customers to develop relationships and learn their business needs.
• Participate in cross-functional sales planning and KPI improvement initiatives.
• Provide solution options in response to unexpected events.
• Track and reconcile weekly/monthly metrics versus targets.
• Use data from various sources for optimal decision making.
• Advise on and implement process improvements.

Skills

MS Excel

Verbal & written communication

Problem solving

Time management

Education

Bachelor’s degree in business or supply chain

2–5 years of B2B customer service experience

Job description

Smurfit Westrock in Richmond, VA seeks a Customer Account Specialist to determine supply chain solutions and manage order fulfillment for multiple B2B customers, building strong relationships through proactive service. You will collaborate with sales, logistics, mills, and billing to meet delivery dates, analyze inventory, and drive customer satisfaction.

A Bachelor’s degree or 2–5 years of B2B experience is required, along with strong Excel skills.