Customer Account Specialist

Smurfit Westrock; Richmond, Northern (VA, KY); Hybrid; USD 62,000 - 103,000; Full time

Job summary

Smurfit Westrock in Richmond, VA is seeking a Customer Account Specialist to determine supply chain solutions and manage order fulfillment for multiple B2B customers.

You will coordinate with sales, transportation, mills, and billing teams, execute orders, track delivery, and provide reporting to customers.

The role requires a Bachelor's degree or 2–5 years in B2B customer service, strong Excel skills, and the ability to balance service with cost to serve.

Qualifications

• Bachelor’s degree in business or supply chain, or 2-5 years of B2B customer service experience.

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 determine supply solutions that meet the customer’s needs while managing 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. Engage with other teams to facilitate solutions
• Provide solutions for orders that do not meet customer needs, interfacing with production planning and logistics to meet requirements
• Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
• Balance service solutions with cost to serve including minimizing excess freight costs and aged inventory
• Provide prompt communication to customers and sales team regarding delivery challenges
• Analyze inventory and decide to fill orders from stock to meet dates and minimize inventory
• Act as liaison between customers, Production Planning and logistics throughout order-to-cash
• Proactively manage exceptions with discretion to mitigate cost to serve
• Visit customers to build relationships and understand their business needs
• Collaborate on cross-functional sales planning and develop improvement plans for KPIs
• Provide solution options in response to unexpected events
• Track and reconcile weekly/monthly metrics against targets
• Use data from various sources for decision making
• Advise on and implement process improvements

Skills

Customer service

Verbal communication

Written communication

Education

Bachelor’s degree or 2–5 years B2B customer service

Tools

MS Office/Excel

Job description

Customer Account Specialist

How you will impact Smurfit Westrock:

The Customer Account Specialist is responsible for determining supply chain solutions and managing order fulfillment and communication for multiple B2B customers. Customer Account Specialists build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.

• 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 including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
• Provide solutions for orders that are not able to meet the customer’s needs. Customer Account Specialists have discretion and autonomy to interface with customers, production planning and logistics teams to drive decisions to meet customer requirements.
• Identify issues that may inhibit customer satisfaction and escape to Customer Service Manager when necessary
• Balance service solutions with the cost to serve including minimizing excess freight costs and aged inventory
• Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
• Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels
• Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle
• Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
• Visit customers to develop relationships and become educated on the needs of their business
• Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
• Provide solution options as necessary in response to unexpected events
• Track and reconcile weekly/monthly metrics versus established targets
• Utilize data from various sources for optimal decision making
• Advise on and implement process improvements

Metrics include:

On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense

Requirements to Succeed:

• Bachelor’s degree in business or supply chain, or 2-5 years of B2B customer service experience preferred
• 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

The salary range for this position is $61,875.00 - $103,125.00, 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.