Coord, Customer Service

Smurfit Westrock; Plainfield (NJ); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA/FSA

Retirement plans

Paid time off

Paid holidays

Job summary

Smurfit Westrock is seeking a Customer Service professional in New Jersey to courteously handle inbound calls, enter orders, and assist customers with inquiries, samples, and catalog requests. The role acts as a single point of contact between sales, customers, and production, ensuring on-time delivery and accurate communication.

The position requires 3–5 years of related experience, strong Microsoft Office skills, and effective communication via phone and email.

Qualifications

• High school diploma or GED is required; AA or technical degree preferred.
• Minimum 3–5 years of experience in a related field.
• Proficiency with Microsoft Office (Word, Excel).
• Effective telephone and email communication skills.
• Strong organizational skills and ability to manage time in a fast-paced setting.
• Reliable with good attendance and data accuracy.

Responsibilities

• Provides single point of contact for Strategic Customers and Sales Staff for specific information.
• Serves as primary contact between Sales, customer and internal production operations.
• Assists customers at the request of or in the absence of sales.
• Develops project timelines and monitors to ensure on-time delivery.
• Initiates, tracks, organizes, prioritizes and monitors multiple projects through development, production and fulfillment.
• Uses problem solving to achieve sales and customer objectives.
• Provides prompt communication to the customer and sales rep regarding scheduling or delays.
• Communicates customer expectations to Planning and Scheduling.
• Gathers input, evaluates and makes recommendations from a technical standpoint as needed.
• Compares incoming work specs with estimates and notes changes requiring re-estimation.
• Receives and distributes customer-supplied materials to appropriate departments.
• Interprets requests for artwork and communicates needs to appropriate teams.
• Prepares quotation requests and presents quotes to customers as required.
• Reviews costing and invoicing to ensure agreement with quotes.
• Maintains accurate written records and alerts relevant staff of issues affecting delivery or cost.
• Assists sales in technical communications to customers.
• Backs up other customer service areas as needed.
• Performs other duties as assigned.

Skills

Customer service

Microsoft Office

Phone & email communication

Time management

Attention to detail

Education

High school diploma or GED

Associate’s degree preferred

Tools

CRM software

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.

GENERAL PURPOSE

Courteously receive all calls coming into the Customer Service phone lines.

Accurately enter orders from both customers and the sales force. Solicit add-on sales. Assist customers with inquiries, samples and catalog requests. Maintain complete customer history information. Provides complete and immediate communication of order schedules and possible delays to customers and sales staff. Prepare, enter, and monitor progress of customer orders for strategic accounts.

Essential Job Functions

• Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.
• Serves as primary contact between Sales, customer and internal production operations.
• Assists customers at the request of or in the absence of sales.
• Develops project time lines and monitors to ensure on-time delivery.
• Initiates, tracks, organizes, prioritizes and monitors multiple projects through development, production and fulfillment.
• Uses creative problem solving to achieve sales and customer objectives.
• Provides prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.
• Effectively communicates customer expectations to Planning and Scheduling.
• Gathers input, evaluates and makes recommendations from technical standpoint concerning cost, production schedule, etc. based on customer needs.
• Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re-estimation.
• Receives, evaluates and distributes customer supplied materials and/or information to appropriate department(s).
• Interprets requests for developmental and other artwork and communicates needs to appropriate department(s).
• Prepares quotation requests for estimators and presents appropriate quotes for customers both internal and external as required.
• Reviews costing and invoicing to ensure agreement with signed quotes.
• Maintains accurate, written record of all events. Alerts both internal staff and customer if significant problems affect either scheduled delivery or final job cost (e.g., heavy, multiple customer alterations).
• Assists sales in technical communications to customers.
• 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.). Associate’s degree (AA) or equivalent from two-year college or technical school preferred.
• Minimum 3-5 years experience in related field required.
• Demonstrates understanding of product/project specifications.
• 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 able to perform essential functions of job, with or without reasonable accommodations.

The salary range for this position is $52,000-$65000 annually, depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 10 days of paid vacation, and 11 days of paid holidays, subject to annual change. Your actual pay will be based on your work location and other factors, such as your skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.

The salary range for this position is $41,625.00 - $69,375.00, depending on your role, level, and location. The range listed is also the expected pay for roles in Illinois and Colorado. The benefits for this role include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 15 days of paid vacation, and 11 days of paid holidays, subject to annual change. Your pay will be based on factors such as your skills, experience, and education. To learn more about this posting, please contact your recruiter during the hiring process.

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.