Customer Accounts Lead: Pricing, Data & Service Strategy

Smurfit Westrock; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Life insurance

401k with match

Training & development

Job summary

Smurfit Westrock is seeking a Customer Accounts Manager who will lead a team handling corporate account items, price management, and related processes. You will partner with commercial, pricing, finance, and AR to ensure precise pricing data and excellent customer experiences.

You will drive continuous improvement, mentor staff, and utilize Excel and BI tools to analyze data, support strategic initiatives, and sustain high service levels across the organization.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5+ years in customer service, account management, pricing, or related roles.
• Proven ability to build strong customer relationships and negotiate.
• Strong leadership, coaching, and team development skills.
• Excellent communication and stakeholder management.
• Advanced Excel and BI tools experience (Power BI, Qlik).
• Analytical thinker with data-driven problem solving.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with cross-functional collaboration.

Responsibilities

• Lead and develop a team of Customer Account Representatives, ensuring balanced workloads, high-quality execution, and consistent delivery of customer commitments.
• Partner with commercial account leaders, pricing, finance, accounts receivable, customer service, and customers to deliver outstanding customer experiences while supporting business objectives.
• Ensure the accuracy, integrity, and maintenance of customer master price lists, new and obsolete item records, and price changes, including validation and maintenance of pricing models.
• Serve as the primary escalation point for complex customer issues, coordinating with internal stakeholders to drive timely resolution and proactive customer communication.
• Analyze invoicing, accounts receivable activity, and customer communications to identify, investigate, and resolve discrepancies that may impact customer satisfaction, profitability, or operational performance.
• Lead cross-functional initiatives focused on process improvement, operational efficiency, service excellence, and customer experience enhancement.
• Provide pricing and customer account management expertise to strategic business initiatives, supporting margin improvement, operational excellence, and long-term growth objectives.
• Leverage advanced Excel, reporting, and business intelligence tools to support data analysis, process optimization, and informed decision-making.
• Coach, mentor, and develop team members through ongoing feedback, performance management, training, and career development planning to build organizational capability and engagement.
• Foster a culture of accountability, continuous improvement, collaboration, and customer focus across the team.

Skills

Leadership

Customer relationships

Pricing expertise

Excel (Advanced)

Power BI

Qlik

Stakeholder management

Cross-functional teamwork

Education

Bachelor's degree

Tools

Excel

Power BI

Qlik

Job description

Smurfit Westrock is seeking a Customer Accounts Manager who will lead a team handling corporate account items, price management, and related processes. You will partner with commercial, pricing, finance, and AR to ensure precise pricing data and excellent customer experiences.

You will drive continuous improvement, mentor staff, and utilize Excel and BI tools to analyze data, support strategic initiatives, and sustain high service levels across the organization.