Coord, Customer Service

WestRock Company; Lansing (MI); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Global packaging company

Job summary

WestRock Company in Lansing, MI, seeks an organized Customer Service/Order Entry professional to support the sales team, manage the production workflow, and maintain complete customer history. You will handle orders, track and report sales data, and ensure timely information flow with customers and internal teams.

The role emphasizes accuracy, communication, and reliability in a fast-paced setting. Training, competitive compensation, and opportunities for growth are provided by a global

Qualifications

• High school diploma or GED required.
• Six months to 3–5 years related experience preferred.
• Proficient in Microsoft Office applications (Word/Excel).
• Strong telephone and email communication skills.
• Must be well organized and able to manage time efficiently.
• Reliable with good attendance and accuracy in data handling.

Responsibilities

• Supports sales force with information and metric sharing and customer support.
• Updates managers by consolidating, analyzing, and forwarding daily action summaries.
• Provides product, promotion, and pricing information and answers questions.
• Prepares and forwards sales tracking reports and monthly reports.
• Maintains customer database and enters/verifies orders with customers.
• Resolves order/inventory problems by investigating data and history.
• Prints and assembles orders and communicates questions to the appropriate parties.
• Meets monthly and yearly production/accuracy targets.

Skills

Microsoft Office

Effective communication

Time management

Attention to detail

Overtime flexibility

Fast-paced environment adaptation

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

GENERAL PURPOSE: Supports sales team, manages the production workflow, and interacts closely with customers. Supports department by tracking, investigating, and reporting sales information and resolving problems. Maintain complete customer history information.

ESSENTIAL JOB FUNCTIONS

• Supports sales force with information and metric sharing and customer support.
• Updates managers by consolidating, analyzing, and forwarding daily action summaries.
• Provides product, promotion, and pricing information by clarifying customer request; selecting appropriate information; forwarding information, and answering questions.
• Provides sales vs. projection results by preparing and forwarding sales tracking reports.
• Maintains customer database by inputting customer profiles.
• Prepares and distributes monthly reports.
• Prepares sales presentations by compiling and analyzing data; and developing presentation formats and creating materials.
• Calls customers and/or Reps to get answers to questions on orders.
• Directly enters order and verifies orders with every customer contact.
• Verifies and/or updates all customer records with every customer contact and/or order entered.
• Enters and/or receives a form of payment with every order initiated.
• Processes/enters all assigned orders received through various means and achieves target productivity goals for orders entered.
• Utilizes credit card program to authorize payment on appropriate orders.
• Verifies each order entered for correct information.
• Resolves order and inventory problems by investigating data and history, identifying alternate means for filling orders, and notifying managers and customers.
• Prints and assembles orders immediately after entry within given guidelines.
• Communicates customer complaints or inquires to appropriate person to achieve customer resolution in a timely manner, including writing credits when needed.
• Communicates in a timely manner to other areas with regards to questions on orders.
• Meets target monthly and yearly metric guidelines for production and accuracy.
• Assists customers at the request of or in the absence of sales.
• Follows all required guidelines and procedural expectations throughout the supply chain as established.
• Distributes orders in a timely manner within established guidelines.
• Backs up other areas of Customer Service as needed.
• Performs other job duties, as assigned.

QUALIFICATIONS

• High school diploma or general education degree (G.E.D.)
• Minimum six months to 3 to 5 years related experience.
• Competent in various software applications and certifications, such as Microsoft Office (Word and Excel)
• Must be able to communicate effectively via telephone and email.
• Must demonstrate effective interpersonal communication skills.
• Must be well-organized and able to manage time efficiently.
• Must be able to function effectively in a fast-paced environment.
• Must be reliable and able to maintain good attendance.
• Must be accurate and thorough when capturing and communicating data.
• Must be willing to work overtime as needed.
• Must be able to perform essential functions of job, with or without reasonable accommodations.

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.