Customer Service Account Supervisor- Greensboro NC

Smurfit Westrock; Greensboro (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Smurfit Westrock in Greensboro, NC is seeking a Sr. Coordinator, Customer Service to serve as the primary contact for strategic customers and sales reps. You will enter orders, coordinate projects, and communicate updates to ensure on-time delivery across planning, production, and shipping.

You will support a fast-paced team with strong emphasis on accuracy, CRM/ERP data integrity, and proactive problem solving. A manufacturing background and MS Office proficiency are valued assets.

Qualifications

• High school diploma or GED required; Associate degree or technical certification preferred.
• 3-5 years of customer service, account management, or project coordination experience in a manufacturing environment preferred.
• Proficiency with Microsoft Office; experience with ERP/CRM systems preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build trust with customers and internal teams.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Reliable, punctual, and committed to delivering high-quality work.
• Drug screening after conditional job offer is required.

Responsibilities

• Act as the primary point of contact for strategic customers and sales representatives.
• Enter, review, and manage customer orders with high accuracy.
• Develop and monitor project timelines to ensure on-time delivery.
• Coordinate with Planning, Scheduling, Production, and Shipping to align expectations.
• Track multiple projects through development, production, and fulfillment.
• Communicate proactively with customers and sales when delivery or scope issues arise.

Skills

Customer service

Communication skills

Organization

Multitasking

ERP/CRM familiarity

Education

High school diploma or GED

Associate degree or technical certification preferred

Tools

Microsoft Office

ERP/CRM systems

Job description

Sr. Coordinator, Customer Service - Greensboro NC

23-Oct-2026

No

Serve as a professional, customer-focused point of contact for all incoming inquiries. Support customers and the sales team by accurately entering orders, providing product and project information, coordinating schedules, and proactively communicating updates. Strengthen customer relationships through responsive service, problem-solving, and effective use of digital tools. Manage order flow for strategic accounts and ensure seamless experience from order entry through delivery.

Essential Job Functions

Customer & Account Support

• Act as the primary point of contact for assigned strategic customers and sales representatives.
• Provide timely, accurate responses to customer inquiries regarding orders, products, lead times, samples, and documentation.
• Support customers on behalf of the sales team when needed, ensuring continuity of service.
• Maintain complete and up-to-date customer account information, order history, and communication records in CRM and ERP systems.

Order & Project Coordination

• Enter, review, and manage customer orders with a high degree of accuracy.
• Develop and monitor project timelines to ensure on-time delivery.
• Coordinate with Planning, Scheduling, Production, and Shipping to align customer expectations with operational capabilities.
• Track multiple projects simultaneously, ensuring smooth progression through development, production, and fulfillment.
• Communicate proactively with customers and sales when challenges arise that may impact delivery dates or project scope.

Cross-Functional Collaboration

• Serve as a liaison between Sales, customers, and internal operations to ensure clarity of requirements and alignment of priorities.
• Evaluate incoming specifications and identify discrepancies requiring re-estimation or clarification.
• Receive and distribute customer-supplied materials, artwork, and technical information to the appropriate internal teams.
• Prepare quote requests, review estimates, and present pricing to internal and external stakeholders.
• Verify that final invoicing aligns with approved quotes and project specifications.

Problem Solving & Continuous Improvement

• Apply creative and analytical problem-solving skills to meet customer needs and support sales objectives.
• Identify potential issues early and elevate appropriately to prevent delays or cost impacts.
• Maintain detailed documentation of project milestones, changes, and communications.
• Provide back-up support to other Customer Service team members as needed.
• Perform additional duties as assigned to support departmental and organizational goals.

Qualifications

• High school diploma or GED required; Associate degree or technical certification preferred.
• 3-5 years of customer service, account management, or project coordination experience - manufacturing environment strongly preferred.
• Strong understanding of product specifications, production processes, or manufacturing workflows.
• Proficiency with digital tools including Microsoft Office; experience with ERP/CRM systems preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build trust and rapport with customers and internal teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Reliable, punctual, and committed to delivering high-quality work.
• Ability to perform essential job functions with or without reasonable accommodations.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.