Customer Service Representative

Smurfit Westrock; Fort Worth, Northern (TX, KY); Hybrid; 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

Disability Insurance

Tuition Reimbursement

Job summary

Smurfit WestRock is seeking a Customer Service Representative to act as the main liaison between customers, sales, and operations. You will manage orders, review production demand, and ensure on-time delivery, while supporting quality initiatives and reporting to customers.

The role requires a strong customer focus, excellent communication, and the ability to work across multiple systems in a fast-paced environment. Occasional travel to the Blue Springs location may be needed.

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 and serve as a liaison between customers, sales and operations.
• Set the tone for the Smurfit WestRock experience with customers.
• Manage relationships with multiple customers and sales teams; provide product, logistics and inventory guidance.
• Lead on broader or more complex projects and mentor/joint-train junior team members.
• Produce customized reports and share data with customers.
• Support quality initiatives by documenting issues and partnering with Quality Manager to resolve concerns.
• Coordinate outside purchases for services and materials related to customer projects.
• Review production demand and ensure delivery requirements are met.
• Monitor order activity and inventory levels to identify potential issues.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Mentoring

Education

High school diploma or GED

Associate or Bachelor's degree preferred

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.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.