Customer Operations & Fulfillment Specialist

Smurfit-Westrock; Delaware Water Gap (PA); On-site; USD 42,000 - 65,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Specialist to coordinate customer orders from entry through delivery in a fast-paced manufacturing environment. You will engage with sales, planning, production, and shipping to ensure orders are fulfilled accurately and on time.

The role requires strong communication, multitasking ability, and a commitment to data accuracy. Office-based in Pennsylvania with potential schedule flexibility; drug screening after conditional offer is required.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, order management, logistics, or a related field.
• Strong written and verbal communication skills.
• Demonstrated accuracy, organization, and follow-through while managing multiple priorities.
• Proficiency with Microsoft Office applications and the ability to learn business systems quickly.
• Ability to collaborate effectively with customers and partners across sales, operations, planning, and shipping.

Responsibilities

• Manage customer orders from entry through shipment.
• Communicate order status, production timing, availability, and delivery information clearly.
• Coordinate with sales, production, planning, shipping, and other mill teams to align customer requirements with operating capabilities.
• Identify and help resolve order discrepancies, production constraints, shipping issues, and other service risks; escalate concerns when appropriate.
• Maintain accurate customer, order, product, and delivery information across applicable systems and records.
• Support production planning in SCO and X-Trim as assigned, including primary or backup planning responsibilities based on mill needs.
• Support Panther pattern management and related order or shipping activities.
• Monitor open orders and priorities to anticipate service issues and recommend practical solutions.
• Build productive customer relationships by responding professionally, setting clear expectations, and following through on commitments.
• Provide cross-coverage for team members and contribute to standardized, efficient customer-service processes.
• Prepare or maintain routine reports, documentation, and updates needed to support customer service and mill execution.

Skills

Customer service

Order management

Logistics

Communication skills

Problem solving

Microsoft Office

Cross-functional collaboration

Education

High school diploma or equivalent

Associate degree or higher in business/supply chain/operations

Tools

SOM

SCO

X-Trim

Panther

ERP systems

Job description

Smurfit Westrock is seeking a Customer Service Specialist to coordinate customer orders from entry through delivery in a fast-paced manufacturing environment. You will engage with sales, planning, production, and shipping to ensure orders are fulfilled accurately and on time.

The role requires strong communication, multitasking ability, and a commitment to data accuracy. Office-based in Pennsylvania with potential schedule flexibility; drug screening after conditional offer is required.