Business Resource Manager

WestRock Company; Lancaster (Lancaster County); On-site; USD 65,000 - 95,000; Full time

Job summary

WestRock Company in Lancaster, PA is seeking a Business Resource Manager to act as a liaison between Corporate Accounts, Strategic Regional Accounts, WestRock plants and customer locations, delivering value‑based support to address critical business needs.

You will engage resources across sales, operations and finance to develop plans, monitor performance, and ensure on‑time delivery and quality while building trusted customer relationships.

Qualifications

• Required: 2–3 years in box corrugated/converting industry; 5+ years in sales, project management, and/or technical training
• Preferred: Knowledgeable of the manufacturing process
• Bachelor's degree required

Responsibilities

• Serve as liaison between Corporate Accounts, Strategic Regional Accounts, WestRock plants and customer locations
• Provide value-based selling to engage WestRock resources to meet customer needs
• Track monthly delivery and quality metrics and coordinate improvement efforts
• Develop and manage budget cross-functionally with Sales and Financial Managers
• Create project plans and oversee end-to-end customer specifications and logistics
• Maintain Salesforce customer profiles with updates

Skills

Communication

Customer-Oriented

Collaboration

Detail-Oriented

Time Management

Problem-Solving

Education

Bachelor's degree

Tools

Microsoft Office Suite

Excel

PowerPoint

Word

Logistics systems

Job description

Business Resource Manager - Lancaster, PA

The opportunity:

The Business Resource Manager is responsible for serving as a liaison between Corporate Accounts, Strategic Regional Accounts, WestRock plants and Customer locations while effectively providing specialized support for designated WestRock customers. Additionally, this position will provide a value-based selling approach to engage WestRock resources at designated locations to ensure customer critical business issues/needs are met.

How you will impact Smurfit Westrock:

• Ensure the needs of national accounts are met while aligning to meet business objectives
• Track monthly quality and on-time delivery metrics from all supplier plants and coordinate
• improvement efforts with WestRock and customer quality personnel
• Utilize SLEA’s (Site Level Execution Agreement) and QBR’s (Quarterly Business Review) to ensure customer requirements are met and demonstrate proof of value
• Utilize WestRock integrated packaging solutions (APS, PCG, Graphics, Enterprise - RTS, M&D, folding ctn., beverage) to develop and deliver winning solutions to our customers
• Assist Business Unit Sales Managers with budget development and management cross functionally with Sales and Financial Managers
• Create project plans and oversee end-to-end development of customer specifications, logistics, and troubleshooting customer issues
• Support supplier plants in improving overall service by serving as point of contact between WestRock and the customer
• Complete and develop Opportunity Plans that are in support of and align with Corporate Account’s Key Account Profiles (KAP’s)
• Present recommendations for national account updates and opportunities to the appropriate customer management team
• Review of customer profit contribution report(s) with local Business Unit and Region management monthly to grow the margins
• Win incremental volume or convert existing volume to differentiated sales
• Resolve accounts receivable issues for assigned accounts

People and Culture

• Manage both internal and external customer relationships, providing value-added sales and service support solutions to deliver ongoing value
• Develop understanding of customers’ market landscape to proactively identify areas of opportunities to add additional value, improve efficiency, and provide training for customer manufacturing lines
• Serve as the liaison between WestRock and customer to support national account in improving overall customer service
• Partner with production, manufacturing, and national account team to ensure customer needs are properly communicated
• Leverage relationships to gain access to back-shop contacts to discover customer pressures
• Maintain Salesforce customer profile with business development updates and information

Critical Skills / Capabilities

• Communication: Creates and delivers engaging presentations to internal and external audiences; develops new communication strategies and approaches to communicate data, insights, and critical messages resulting in clear understanding
• Customer-Oriented: Proactively assesses and effectively resolves customer issues quickly; proactively communicates with customers to ensure alignment and satisfaction; ensures that quality improvements meet the needs and expectations of a diverse customer base; consistently operates with customers' best interests in mind
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively
• Detail-Oriented: Has an eye for recognizing errors or differences; plans and completes work with thoroughness, giving attention to specific information and individual details, conditions, necessary record keeping, and elements of that work
• Time Management: Plans, prioritizes, and manages time spent on accomplishing tasks to increase productivity and efficiency; demonstrates awareness and control over amount of time spent on activities; meets deadlines
• Problem-Solving: Applies knowledge to frame, simplify and solve complex issues; focuses on identifying root causes to create solutions in a timely and decisive manner; reconciles conflicting and/or incomplete information to develop solutions

What you need to succeed:

Technical Skills

• Machinery acumen
• Advanced computer skills
• Microsoft Office - Excel, PowerPoint, Word
• Knowledge of transportation logistics
• Ability to utilize packaging systems

Experience

• Required: 2 to 3 years of experience in box corrugated/converting industry; 5+ years of related experience in sales, project management, and/or technical training
• Preferred: Knowledgeable of the manufacturing process

Education

• Required: Bachelor's degree