Customer Service Manager

Smurfit Westrock; Fort Worth (TX); On-site; USD 80,000 - 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 in Fort Worth, TX is seeking a Customer Service Manager to act as the liaison between customers, sales and production. You will lead the Customer Account Specialist team and drive order processing, status updates and issue resolution.

The role emphasizes coaching, continuous improvement, and collaboration across production, shipping, maintenance, quality and planning to optimize service levels.

Qualifications

• High School diploma or GED required; Associate/Bachelor’s preferred.
• 3+ years of customer service leadership experience.
• 5+ years in customer service in manufacturing/corrugated industry preferred.
• Proven track record of relationship building, customer service and negotiations.
• Ability to adapt communication style to engage internal and external partners.
• Inspires others to develop themselves through coaching, mentoring and training.

Responsibilities

• Manage customer accounts and Coach Customer Account Specialist team.
• Oversee tactical execution of tasks by the Customer Account Specialist team.
• Review production backlog and communicate status to customers and sales.
• Ensure order specs and documentation are complete for processing and production.
• Serve as escalation point for customer issues and remediation guidance.
• Align with sales, manufacturing and partners to optimize operational efficiencies.
• Onboard and train specialists on topics and best practices.
• Track order activity and inventory, flagging issues to staff/customers.
• Participate in strategic projects and communicate progress to the team.
• Complete performance assessments for specialists based on objectives.

Skills

Customer service leadership

Coaching

Communication skills

Problem-solving

Relationship building

Negotiation

Education

High School diploma or GED

Associate's degree

Bachelor's degree

Tools

Order processing system

Job description

Description & Requirements

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.

Career Opportunity

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 experience while 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.