Customer Service Rep

WestRock Company; Town of Camillus (NY); On-site; USD 34,000 - 57,000; 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 Rep in Camillus, NY to be the first point of contact for customers and to coordinate readiness between sales, operations, and logistics. You will manage orders, quotes, and inquiries, ensuring on-time delivery and accurate information across multiple systems.

The role requires a high school diploma (associate/bachelor’s preferred), 2+ years in customer service in manufacturing, strong MS Office and Salesforce skills, and a customer-focused,

Qualifications

• High School diploma or GED; associate/bachelor’s degree preferred.
• 2+ years of customer service experience in manufacturing or related fields.
• Strong MS Office skills; Salesforce experience preferred.
• Customer-focused mindset and strong communication and problem-solving.
• Ability to work in a fast-paced, team environment and navigate multiple systems.

Responsibilities

• Represent Smurfit Westrock values and deliver excellent service through each interaction.
• Facilitates quotes and provides pricing.
• Creates new item specifications/projects.
• Manage accounts through processing incoming orders and inquiries, by scheduling demand on machines and managing orders to ensure delivery requirements are met.
• Proactively track order activity and inventory levels and alert staff/customers of issues.
• Handle outside purchases for services and materials for customer projects.
• Produce customized reports and share data with customers.
• Generate customer issues and support the Quality Manager to troubleshoot quality issues.

Skills

Customer service

Microsoft Office

Salesforce

Communication

Time management

Education

High School diploma or GED

Associate or Bachelor’s degree preferred

Tools

Salesforce

Job description

Customer Service Rep

Location: 100 Southern Drive, Camillus, NY 13031

Shift: M-F, 8 am - 4:30 pm or 7:30 am - 4 pm

Salary range: $34k - $57k

Opportunity summary:

As a Senior Assistant Customer Service, you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. You will be the first point of contact with our customer and set the tone for their Smurfit Westrock experience. You will maintain the ongoing relationship with multiple customers and sales staff, utilizing a diverse knowledge of products, logistics, production planning, and inventory management. As a 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

• Represent Smurfit Westrock values and deliver excellent service through each interaction.
• Facilitates quotes and provides pricing.
• Creates new item specifications/projects.
• Manage accounts through processing incoming orders, and/or inquiries, by scheduling demand on machines and managing orders to ensure customer's delivery requirements are met.
• Proactively track order activity and inventory levels and alert appropriate staff/customers of any potential issues
• Handle outside purchases for services and materials required for the manufacturing of customer projects.
• Produce customized reports and share data with customers.
• Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.

What you need to succeed:

• High School diploma or G.E.D. (Preferred Associate/bachelor’s degree)
• Customer service or related work experience in manufacturing environment or other industries (2+ years- experience preferred)
• Strong computer skills, including proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word, PowerPoint); experience with Salesforce preferred
• Basic knowledge of operational procedures and tools.
• Demonstrates 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.
• Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise.
• Demonstrate organizational and time management skills to ensure achievement of desired results.
• Work in a fast-pace, team environment and partner with internal departments to achieve goals and satisfy customers.
• Ability to navigate in multiple systems.

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.

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