Customer Experience & Operations Manager (Manufacturing)

Smurfit Westrock; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401 K Matching

Medical, Dental, Vision starting day 1

Stock Purchase Program

Tuition Reimbursement

Wellness program

Job summary

Smurfit Westrock seeks a Customer Service Manager to act as the liaison between customers, sales, and production. You will coach the Customer Account Specialists and drive strategic initiatives to elevate customer satisfaction.

You will review orders, communicate production status, and partner with cross-functional teams to optimize performance and service levels. A strong background in manufacturing customer service is expected.

Qualifications

• High School diploma or GED; associate/bachelor's preferred.
• 3+ years of customer service leadership experience.
• 5+ years of customer service in manufacturing/corrugated preferred.
• Proven ability to build relationships, customer service, and negotiations.
• Strong communication, collaboration, and problem-solving skills; coaching mindset.

Responsibilities

• Manage customer accounts and oversee Customer Account Specialist tasks.
• Coach and guide the Customer Account Specialist team daily.
• Review production backlog and shipping data to update customers and sales.
• Ensure orders have required specifications and documentation.
• Act as escalation point for customer issues; support remediation with leadership.
• Collaborate with production, shipping, maintenance, quality, planning to improve efficiency.
• Onboard and train Customer Account Specialists on topics or best practices.
• Track order activity and inventory levels; alert staff/customers of issues.
• Participate in projects supporting plant-wide strategic initiatives.

Skills

Leadership

Customer relations

Communication

Negotiation

Education

High School diploma or GED

Associate/Bachelor’s degree preferred

Job description

Smurfit Westrock seeks a Customer Service Manager to act as the liaison between customers, sales, and production. You will coach the Customer Account Specialists and drive strategic initiatives to elevate customer satisfaction.

You will review orders, communicate production status, and partner with cross-functional teams to optimize performance and service levels. A strong background in manufacturing customer service is expected.