Customer Service Manager

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 (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.

As a Customer Service Manager (CSM), you will function as a critical liaison between the customer, sales, and production operations teams. As a Customer Service Manager (CSM), you will simultaneously provide support to the leadership team by coaching and guiding Customer Account Specialists, executing strategic initiatives for the plant and company, and partnering with internal customers and partners to achieve the highest level of customer satisfaction. As a Smurfit Westrock employee, you will be empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer.

How you will impact Smurfit Westrock:

• Manage customer accounts, as necessary.
• Manage, coach, guide, and oversee the tactical execution of tasks by the Customer Account Specialist team.
• Daily review of production backlog to understand planning, machine status, and shipping data to proactively communicate status to customers, sales teams, and plant leadership.
• Review customer specifications and new items in the order processing system to ensure all elements are captured and supporting documentation is included for efficient processing and production.
• Serve as an escalated point of contact for customer issues by supporting Customer Account Specialist with issue remediation and elevate to leadership as needed.
• Continuously gather feedback, communicate with Customer Account Specialists, manufacturing partners, and sales to align with the current state and ensure operational efficiencies are achieved to meet customer needs.
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance to identify opportunities to optimize functional efficiencies.
• Onboard and train Customer Account Specialists on specific topics or best practices to enhance their understanding and performance.
• Works with the Customer Account Specialists to proactively track order activity and inventory levels and alert appropriate staff/customers of any potential issues.
• Participate in projects supporting plant or companywide strategic initiatives (e.g., margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations. Communicate projects to Customer Service team.
• Complete performance assessments of Customer Account Specialists based on their performance related to key objectives, initiatives, and goals.

What you need to succeed:

• High School diploma or G.E.D. Required; Associate/Bachelor’s degree, preferred.
• Must have 3+years of customer service leadership experience.
• 5+years of customer service experience in the manufacturing industry and/or corrugated industry is preferred.
• Proven record of accomplishment of building relationships, customer service, and negotiations
• Ability to adapt communication and interpersonal style to engage and influence a variety of internal and external partners.
• Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, trainer, and mentor.
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind.
• Strong communication, collaboration, and problem-solving skills to complete a task or achieve a common goal and ensure a great customer experiencewhile demonstrating empathy.
• Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise.
• Ability to plan, monitor, and prioritize tasks to ensure achievement of desired results; establish a systematic course of action to accomplish objectives through multi-tasking and ability to forward-think.
• Demonstrate organizational and time management skills to ensure achievement of desired results.
• Work in a fast-paced, team environment and partner with internal departments to achieve goals and satisfy customers.

What we offer:

• Corporate culture based on integrity, respect, accountability, and excellence.
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential.
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
• Generous benefits including 401 K Matching, Medical, Dental, Vision all starting day one. Stock Purchase Program, Tuition Reimbursement, and Wellness program.

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

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.