Claims Coordinator

Smurfit Westrock; Texas; On-site; USD 55,000 - 76,000; Full time

Benefits offered by this job

Comprehensive training

Competitive salary

Global packaging company

Job summary

Smurfit Westrock is seeking a Claims Coordinator to be the first point of contact for quality issues, handling initiation, investigation, and resolution while maintaining strong customer relationships across mill sites in Texas and beyond.

The role collaborates with sales, mills, service, logistics, and accounting to manage claims, returns, third‑party recoveries, and SOX-compliant documentation. Requires a bachelor’s or 3+ years of customer service, Excel and SAP experience.

Qualifications

• Bachelor’s degree in business, supply chain, or related field, or 3+ years of customer service experience.
• Demonstrated customer focus and service orientation.
• Strong problem-solving and decision‑making skills; must be able to identify potential issues.
• Excellent professional verbal and written communication skills; ability to interact with all levels, including senior management.
• Excellent organizational skills and attention to detail.
• Ability to effectively multi‑task in a fast‑paced environment.
• In depth experience using MS Excel, including design and maintenance of spreadsheets with formulas and pivot tables.
• Motivated self‑starter with ability to work independently and cross‑functionally.
• Ability to conduct and manage training for customers and cross‑functional teams.
• Strong safety mindset.
• Must have experience with complex ERP systems; SAP preferred.
• Experience in the paper industry (paperboard, containerboard, printing, converting) a plus.

Responsibilities

• Process customer complaints and manage claim-related activities.
• Assess complaints to determine validity, credit due, and requirements for product return.
• Calculate claim values, assess severity and financial risk, and alert relevant teams as needed.
• Identify and assign responsible departments for claim investigation and approvals; gather root cause and corrective action.
• Manage product returns and recover losses from third party vendors.
• Create and maintain reports to manage claims and respond to inquiries from internal teams and customers.
• Provide prompt communication to customers and internal teams regarding claims.
• Monitor workflow of complaint and activity to ensure timely completion and follow-up.
• Lead or assist with process improvement initiatives.
• Ensure compliance with procedures and documentation accuracy, including Sarbanes-Oxley compliance.

Skills

Customer service

Problem solving

Communication

Organizational skills

Multi-tasking

MS Excel

SAP

ERP systems

Cross-functional teamwork

Training capability

Safety mindset

Education

Bachelor’s degree in business, supply chain, or related field

Tools

SAP

MS Excel

Job description

Description & Requirements

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.

Description & Requirements

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.

The Opportunity

The Claims Coordinator opportunity is a key role within the Smurfit Westrock Mill Division and can be located in one of our various mill sites. These locations include West Point, Covington, Evadale, Mahrt, Atlanta Home Office or Richmond Home Office.

The Quality and Technical area within Smurfit Westrock Mill Division has an opportunity for a Claims Coordinator who is the first point of contact when a customer experiences a quality issue or problem. The position will be responsible for efficiently processing customer complaints while fostering strong customer relationships. Your role will encompass managing all claim-related activities, including initiation, information gathering, investigation, claim decision-making, customer credit, product returns, 3rd party claims recovery, records maintenance, and regular communication with customers ultimately working towards problem resolutions that meet and exceed customer and business needs. The position requires collaboration with various Smurfit Westrock departments such as sales, mills, technical sales service, customer service, logistics, and accounting teams.

How You Will Impact Smurfit Westrock

• Work with customers and vendors to obtain details and evidence regarding complaints.
• Assess complaints to determine validity, credit due, and requirements for product return.
• Calculate claim values, assess severity and financial risk, and alert relevant teams as needed.
• Identify and assign responsible departments for claim investigation and approvals, gather root cause and corrective action, communicate findings to customers, and collaborate with cross-functional teams as appropriate for problem resolution.
• Manage product returns.
• Identify and proactively address potential issues, utilizing discretion and autonomy to interface with customers and internal teams, making decisions to ensure customer satisfaction and providing customer solution at times without manager approval.
• Monitor workflow of complaint and activity to ensure timely completion and follow-up.
• Provide prompt communication to customers and internal teams regarding claims.
• Recover losses from third party vendors.
• Create and maintain reports to manage claims and respond to inquiries from internal teams and customers.
• Evaluate complaint activity and communicate trends to technical sales service, quality, sales and production groups.
• Conduct and manage training for customers and cross-functional teams.
• Lead or assist with process improvement initiatives.
• Ensure compliance with procedures and documentation accuracy, including Sarbanes-Oxley compliance.
• Provide complaint-related support to various departments, including customer service, sales, and quality/technical teams.
• Assist with other quality/technical/customer issues relating to products and services as needed, such as shipment issues, invoice corrections, account receivable aging, and mill quality needs.

What You Need To Succeed

• Bachelor’s degree in business, supply chain, or related field, or 3+ years of customer service-related experience.
• Demonstrated customer focus and service orientation.
• Strong problem-solving and decision‑making skills. Must be able to identify potential issues.
• Excellent professional verbal, and written communication skills, with the ability to interact with all levels, including senior management.
• Excellent organizational skills and attention to detail.
• Ability to effectively multi‑task in a fast‑paced environment.
• In depth experience using MS Excel, including designing and maintaining spreadsheets with formulas and pivot tables.
• Motivated self‑starter with the ability to work independently and collaboratively within cross‑functional teams.
• Ability to conduct and manage training for customers and cross‑functional teams.
• Strong safety mindset.
• Must have experience with complex ERP systems. Experience with SAP preferred.
• Experience in the paper industry to include paperboard, containerboard, printing, converting, quality is a plus.

What We Offer

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

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.