Customer Service Manager: Lead Cross-Functional Support

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

Benefits offered by this job

Health insurance

Dental and vision insurance

Retirement savings plans

Flexible spending accounts / Health-sy

Paid vacation

Paid holidays

Short-term bonus incentive

Life and disability insurance

Job summary

Smurfit Westrock in Salinas, CA seeks a Customer Service Manager to lead the Customer Account Specialist team and align customer needs with production and logistics. The role requires coaching, strategic planning, and proactive issue resolution to maximize customer satisfaction.

You will partner with sales, operations and quality teams, driving continuous improvement and ensuring accurate, timely order processing across the plant.

Qualifications

• Requires customer service experience in manufacturing or similar environment.
• Leads and coaches customer account specialists.
• Proven ability to collaborate across production, shipping, quality and safety teams.

Responsibilities

• Direct and coach the Customer Account Specialist team to meet delivery requirements.
• Review orders and documentation to ensure accuracy and timely processing.
• Coordinate with production, shipping and planning to optimize operations and customer satisfaction.
• Escalate issues to leadership and drive actions for resolution.
• Support continuous improvement projects and cross-functional initiatives.

Skills

Attention to Detail

Leadership

Communication

Collaboration

Organizational Skills

Time Management

Coaching

Training

Customer Orientation

Education

High School diploma or GED

Associate/Bachelor’s degree

Tools

Microsoft Office

ERP/CRM systems

Job description

Smurfit Westrock in Salinas, CA seeks a Customer Service Manager to lead the Customer Account Specialist team and align customer needs with production and logistics. The role requires coaching, strategic planning, and proactive issue resolution to maximize customer satisfaction.

You will partner with sales, operations and quality teams, driving continuous improvement and ensuring accurate, timely order processing across the plant.