Customer Service Manager: Lead, Coach & Optimize PlantOps

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

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.