Customer Service Manager: Lead a Cross-Functional Team

Smurfit Westrock plc; Salinas (CA); On-site; USD 72,750 - 121,250; Full time

Benefits offered by this job

Short-term bonus incentive

Health, dental & vision insurance

Retirement savings plan

15 days paid vacation

11 paid holidays

HSAs/FSAs

Life and disability insurance

Paid sick leave

Job summary

Smurfit Westrock plc is seeking a Customer Service Manager to act as the main liaison between customers and internal teams. You will coach Customer Account Specialists, drive strategic initiatives, monitor production status, and ensure timely delivery while maintaining exceptional customer satisfaction.

The role emphasizes leadership, communication, and process improvements across manufacturing and logistics, with onsite, Monday‑Friday work and a focus on teamwork and continuous improvement.

Qualifications

• Required: Customer service or related work experience in manufacturing environment or other industries
• Preferred: 3 to 5 years of manufacturing industry experience with specialized training in leading teams
• Required: High School diploma or G.E.D.

Responsibilities

• Manage Customer Account Specialist team and customer accounts
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance
• Review customer specifications and order processing documentation for efficient processing and production
• Participate in daily cross‑functional production meetings to monitor status and delivery requirements
• Escalate customer issues and align with plant leadership on actions to resolve them
• Mentor and coach Customer Account Specialists to resolve customer issues and drive performance

Skills

Attention to detail

Customer‑oriented

Communication

Leadership

Time management

Coaching

Organizational skills

Training skills

Collaboration

Education

High School diploma or GED

Tools

Microsoft Office

AS/400

Kiwiplan ESP/PCS/ULT

Salesforce

EDI

Job description

Smurfit Westrock plc is seeking a Customer Service Manager to act as the main liaison between customers and internal teams. You will coach Customer Account Specialists, drive strategic initiatives, monitor production status, and ensure timely delivery while maintaining exceptional customer satisfaction.

The role emphasizes leadership, communication, and process improvements across manufacturing and logistics, with onsite, Monday‑Friday work and a focus on teamwork and continuous improvement.