Customer Service Representative

WestRock Company; Fort Worth (TX); On-site; USD 35,000 - 58,000; Full time

Benefits offered by this job

Medical w/ HSA

Dental Vision

Mental Health

401(k) with 5% company match

Paid vacation time & holidays - start

Life Insurance & AD&D

Short- & Long-term DisabilityInsurance

Tuition Reimbursement

Job summary

Smurfit WestRock in Fort Worth, TX is seeking a Customer Service Representative to act as the primary liaison between customers, sales, and operations. You will manage orders, monitor inventory, and support pricing, specifications, and project setups to ensure timely delivery.

You will bring 5+ years of customer service experience in a manufacturing environment, strong communication and organizational skills, and a willingness to travel occasionally to the Blue Springs location.

Qualifications

• High school diploma or GED required; Associate or Bachelor's degree preferred.
• 5+ years of customer service or related experience, preferably in a manufacturing environment.
• Broad knowledge of operational procedures and systems.
• Strong mentoring and coaching abilities, with willingness to take on additional responsibilities.
• Customer-focused mindset with a commitment to delivering excellent service.
• Excellent communication, collaboration, and problem-solving skills.
• Eagerness to learn and grow within your area of expertise.
• Strong organizational and time management skills.
• Ability to thrive in a fast-paced, team-oriented environment.
• Ability to work independently with minimal supervision.
• Proficiency in navigating multiple systems.
• Flexibility to travel occasionally to the Blue Springs location.

Responsibilities

• Represent Smurfit WestRock's values and deliver excellent service in every interaction.
• Facilitate quotes and provide pricing support.
• Create new item specifications and manage project setups.
• Manage customer accounts by processing orders and inquiries, reviewing production demand, and ensuring delivery requirements are met.
• Proactively monitor order activity and inventory levels, identifying and communicating potential issues.
• Coordinate outside purchases for services and materials related to customer projects.
• Produce customized reports and share relevant data with customers.
• Support quality initiatives by documenting customer issues and partnering with the Quality Manager to research and resolve concerns.

Job description

CUSTOMER SERVICE REPRESENTATIVE

Salary Non-Exempt

$34500-$57500

M-F 8a-5p overtime as needed

The Opportunity:

As a Customer Service Representative you will represent Smurfit WestRock and serve as a critical liaison between customers, sales, and operations teams. You will be the first point of contact for customers, setting the tone for the Smurfit WestRock experience. In this role, you will manage ongoing relationships with multiple customers and sales teams while leveraging your knowledge of products, logistics, production planning, and inventory management. You may also take the lead on broader or more complex projects and provide guidance and training to junior team members. At Smurfit WestRock, you will be empowered to grow and develop through a strong culture of learning, equipping you with the tools needed to perform at your best and deliver exceptional customer service.

How You Will Impact Smurfit WestRock:

• Represent Smurfit WestRock's values and deliver excellent service in every interaction
• Facilitate quotes and provide pricing support
• Create new item specifications and manage project setups
• Manage customer accounts by processing orders and inquiries, reviewing production demand, and ensuring delivery requirements are met
• Proactively monitor order activity and inventory levels, identifying and communicating potential issues
• Coordinate outside purchases for services and materials related to customer projects
• Produce customized reports and share relevant data with customers
• Support quality initiatives by documenting customer issues and partnering with the Quality Manager to research and resolve concerns

What You Need to Succeed:

• High school diploma or GED required (Associate or Bachelor's degree preferred)
• 5+ years of customer service or related experience, preferably in a manufacturing environment
• Broad knowledge of operational procedures and systems
• Strong mentoring and coaching abilities, with a willingness to take on additional responsibilities
• Customer-focused mindset with a commitment to delivering excellent service
• Excellent communication, collaboration, and problem-solving skills
• Eagerness to learn and grow within your area of expertise
• Strong organizational and time management skills
• Ability to thrive in a fast-paced, team-oriented environment
• Ability to work independently with minimal supervision
• Proficiency in navigating multiple systems
• Flexibility to travel occasionally to the Blue Springs location

What we offer:

• Benefit eligibility begins Day 1
• Benefits include:
  • Medical w/ HSA
  • Dental Vision
  • Mental Health
  • 401(k) with 5% company match
  • Paid vacation time & holidays - start with 15 days
  • Life Insurance & AD&D
  • Short- & Long-term Disability Insurance
  • Tuition Reimbursement.
• 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.