Customer Service Manager

WestRock Company; North Richland Hills (TX); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

401K Matching

Medical

Dental

Vision

Stock Purchase Program

Tuition Reimbursement

Wellness program

Job summary

Smurfit Westrock is seeking a Customer Service Manager to bridge customer, sales, and production operations, coaching the Customer Account Specialists and driving plant initiatives. You will guide strategic actions to boost customer satisfaction and operational efficiency.

You will lead a team, review production backlog daily, ensure accurate orders, handle escalations, and partner across functions to optimize performance and customer outcomes in a fast-paced manufacturing setting.

Qualifications

• High School diploma or GED required; Associate/Bachelor's degree preferred.
• 3+ years of customer service leadership experience.
• 5+ years of customer service experience in manufacturing and/or corrugated industry preferred.
• Proven record of building relationships, customer service, and negotiations.
• Ability to adapt communication and interpersonal style to engage and influence partners.
• Inspire others to develop themselves by coaching, role model, trainer, mentor.
• Customer-oriented mindset and ability to operate with customers' best interests in mind.
• Strong communication, collaboration, and problem-solving skills.
• Willingness to learn new things and forward-think.
• Ability to plan, monitor, and prioritize tasks and multi-task.

Responsibilities

• Manage customer accounts and oversee the Customer Account Specialist team.
• Coach, guide, and oversee the tactical execution of tasks by the Customer Account Specialist team.
• Daily review of production backlog to inform status to customers, sales, and plant leadership.
• Review customer specifications and order processing to ensure complete documentation.
• Serve as an escalated contact for customer issues and escalate when needed.
• Gather feedback and align with partners to achieve operational efficiencies.
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance.
• Onboard and train Customer Account Specialists on topics and best practices.
• Track order activity and inventory levels and alert staff/customers of issues.
• Participate in projects supporting plant/company initiatives and communicate to the team.
• Complete performance assessments of Customer Account Specialists.

Skills

Customer service leadership

Communication

Collaboration

Problem solving

Coaching

Team player

Negotiation

Time management

Organizational skills

Adaptable communication

Education

High School diploma or GED

Associates or Bachelor's degree preferred

Job description

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 escalating 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.