Customer Service & Operations Lead, Sales & Planning

Smurfit Westrock; Texas; On-site; USD 42,000 - 64,000; Full time

Job summary

Smurfit Westrock is seeking an Assistant Manager Customer Service to serve as the key link among customers, sales, production, planning, and shipping. You will manage orders from entry to delivery, communicate status promptly, and support production planning in a fast-paced manufacturing environment.

The role requires 3+ years in customer service or related fields, strong communication, accuracy, and collaboration across teams.

Qualifications

• High school diploma or equivalent.
• 3+ years' experience in customer service, order management, logistics, supply chain, or related field.
• Strong written and verbal communication skills.
• Demonstrated accuracy, organization, and follow-through with multiple priorities.
• Ability to analyze information, solve problems, and make decisions within guidelines.
• Proficiency with Microsoft Office and learning business systems quickly.
• Ability to collaborate with customers and partners across departments.

Responsibilities

• Manage customer orders in the order-management system, including entry, review, changes, confirmations, and follow-up through shipment.
• Communicate order status, production timing, availability, and delivery information clearly to customers and internal partners.
• Coordinate with sales, production, planning, shipping, and other mill teams to align customer requirements with operating capabilities.
• Identify and resolve order discrepancies, production constraints, shipping issues, and other service risks; escalate when needed.
• Maintain accurate customer, order, product, and delivery information across systems.
• Support production planning in SCO and X-Trim as assigned, including primary or backup planning.
• Support Panther pattern management and related order or shipping activities.
• Monitor open orders and priorities to anticipate service issues and propose solutions.
• Build productive customer relationships with professional communication and reliable follow-through.
• Provide cross-coverage for team members and contribute to standardized processes.
• Prepare or maintain routine reports and updates for customer service and mill execution.
• Perform other related duties as required.

Skills

Customer service

Order management

Communication

Multi-tasking

Microsoft Office

Education

Associate degree

Bachelors preferred

Tools

SOM

SCO

X-Trim

Panther

ERP systems

Job description

Smurfit Westrock is seeking an Assistant Manager Customer Service to serve as the key link among customers, sales, production, planning, and shipping. You will manage orders from entry to delivery, communicate status promptly, and support production planning in a fast-paced manufacturing environment.

The role requires 3+ years in customer service or related fields, strong communication, accuracy, and collaboration across teams.