Customer Service Coordinator

Smurfit Westrock; Ontario (CA); Hybrid; USD 43,000 - 71,000; Full time

Benefits offered by this job

Short-term bonus

Health, dental and vision insurance

Retirement savings plans

Life and disability insurance

Paid sick leave

15 days paid vacation

11 paid holidays

Job summary

Smurfit Westrock is hiring a Customer Service Coordinator to serve as the main contact for customers and to bridge sales, operations, and planning teams. You will manage orders, track inventory and schedules, price quotes, and drive on-time delivery while ensuring a high level of customer satisfaction.

Responsibilities include supporting production planning, coordinating with multiple plants, and guiding junior staff.

Qualifications

• Required: Broad knowledge of operational procedures and tools.
• Required: Customer service or related work experience in a manufacturing environment or other industries
• Preferred: 3-5 years of manufacturing industry experience

Responsibilities

• Facilitates quotes and provides pricing.
• Create and validate new item specifications/projects.
• Manage complex accounts/items through processing incoming orders and/or inquiries, scheduling demand on machines, and managing orders to ensure customers' delivery requirements are met.
• Proactively track order activity, inventory levels, and alert appropriate staff/customers of any potential issues.
• Handle outside purchases for services and materials required for the manufacturing of customer projects.
• Produce reports and share data with customers.
• Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.
• Collaborate and partner with appropriate business owners to ensure customer experience is delivered.
• Provide guidance and training to junior-level employees.
• Serve as a connection between customers, sales team, credit analyst, and collections to ensure responsiveness and customer satisfaction.
• Pre-Pricing Specialist to build customer specifications/projects and review with the production team to ensure efficient production.
• Planning, production, and shipping teams to review schedules and backlogs to ensure on-time delivery.
• Quality Manager to resolve routine customer quality issues.
• Plant Leadership to align with company goals and initiatives.

Skills

Attention to Detail

Customer-Oriented

Communication

Collaboration

Problem-Solving

Growth and Results Oriented

Organizational Skills

Time Management

Education

High School diploma or G.E.D.

Tools

Microsoft Office

AS/400 Systems

Kiwiplan ESP/PCS/ULT/TSS

HRMS

Sage

JD Edwards

Salesforce

EDI

Customer Portals

Job description

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

Job Summary:

The Customer Service Coordinator represents WestRock to customers and serves as a key liaison between customers, sales, and operations teams. The Customer Service Coordinator is the customer's first point of contact and sets the tone for their WestRock experience. The Customer Service Coordinator maintains an ongoing relationship with multiple customers and sales teams across one or multiple plants, utilizing a diverse knowledge of products, production planning, logistics, and inventory management. Works under limited supervision on routine work.

Major Job Responsibilities:

Business Excellence

• Facilitates quotes and provides pricing.
• Create and validate new item specifications/projects.
• Manage complex accounts/items through processing incoming orders and/or inquiries, scheduling demand on machines, and managing orders to ensure customers' delivery requirements are met.
• Proactively track order activity, inventory levels, and alert appropriate staff/customers of any potential issues.
• Handle outside purchases for services and materials required for the manufacturing of customer projects.
• Produce reports and share data with customers.
• Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.

People and Culture

• Empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer and business partners.
• Collaborate and partner with appropriate business owners to ensure customer experience is delivered.
• Provide guidance and training to junior-level employees.
• Serve as a connection between customers, sales team, credit analyst, and collections to ensure responsiveness and customer satisfaction.
• Pre-Pricing Specialist to build customer specifications/projects and review with the production team to ensure efficient production.
• Planning, production, and shipping teams to review schedules and backlogs to ensure on-time delivery.
• Quality Manager to resolve routine customer quality issues.
• Plant Leadership to align with company goals and initiatives.

Critical Skills / Capabilities:

• Attention to Detail: Follow established processes and procedures to ensure accuracy of work (Do it right the first time)
• Customer-Oriented: Ability to operate with customers' best interests in mind; Demonstrates importance for satisfying external and/or internal customers; Efficiently communicates with customers to ensure alignment and satisfaction.
• Communication: Proactive, prompt, and respectful correspondence; essential listening skills with ability to accurately problem-solve
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others
• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates problem-solving skills by using a logical, systematic, or sequential approach; suggests alternative products or services to meet customer needs when appropriate. Problems may not be routine and may require exercising judgement and identifying less obvious solutions.
• Growth and Results Oriented: Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity.
• Organizational Skills: Planning, monitoring, and prioritizing tasks to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives through multitasking and ability to forward-think.
• Time Management: Ability to structure time to meet customer demands; demonstrate flexibility to balance your schedule, tasks, and responsibilities to complete things on time.

Technical Skills:

• Microsoft Office – Outlook, Teams, Excel, Word, PowerPoint
• System Experience (e.g., AS/400, Kiwiplan ESP/PCS/ULT/TSS, HRMS, Amtech, Sage, JD Edwards, Salesforce, EDI, Customer Portals

Other Qualifications:

To perform the duties of the job, this role requires:

• Frequently using fingers to type with two hands.
• Frequently reaching by extending fingers on one hand
• Frequently reaching by extending one or two arms
• Frequently using fingers to grasp with one or two hands.
• Frequently using fingers to pinch with one or two hands.
• Occasionally exerting force by pulling up to 10 lbs. of weight.
• Occasionally exerting force by pushing up to 10 lbs. of weight.
• Occasionally exerting force by lifting to 10 lbs. of weight.
• The spoken exchange of ideas to be performed loudly 50-75% of the time.
• The spoken exchange of ideas to be performed quickly 50-75% of the time.
• The safe and accurate preparation and analysis of data and figures, monitoring of a computer terminal, or inspection of small defects or parts.
• The ability to quickly interpret and process large quantities of information verbally and through written communications.
• Hybrid Remote Schedule
• Constantly works indoors, in an environment that is climate-controlled.
• The role is frequently sedentary, which entails sitting or being stationary.
• Occasionally stands or walks for 1-2 hours at a time.
• Noisy work environment; maintain strict adherence to safety rules and regulations.

Experience:

• Required: Broad knowledge of operational procedures and tools.
• Required: Customer service or related work experience in a manufacturing environment or other industries
• Preferred: 3-5 years of manufacturing industry experience

Education:

• Required: High School diploma or G.E.D.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

The salary range for this position is $42,750.00 - $71,250.00, 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. The application window is expected to close by 19-Jan-2027.