Customer Service Specialist - Lansing MI

Smurfit Westrock Company; Lansing (MI); On-site; USD 32,000 - 44,000; Full time

Job summary

Smurfit Westrock Company in Lansing, MI is seeking a Customer Service Specialist to courteously receive calls, accurately enter orders, and assist customers and the sales force. You will monitor order progress, solicit add-ons, and serve as the primary contact between sales, customers, and internal production.

The role requires a high school diploma or GED, at least one year of customer interaction, and proficiency in Microsoft Office.

Qualifications

• High school diploma or GED.
• Minimum one year related experience with a high level of customer interaction.
• Proficient in Microsoft Office (Word and Excel).
• Excellent interpersonal communication skills with internal and external customers.
• Excellent organizational and multitasking skills.
• Must be accurate and complete in verbal communications and in writing.
• Must be able to function in a fast paced environment.
• Must be willing to work overtime as needed.
• Must be able to perform the essential functions of the job, with or without reasonable accommodation.
• Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Responsibilities

• Answers all phone calls quickly and efficiently and meets target goals for customer phone contacts.
• Supports sales force with information sharing and customer support.
• Calls customers and/or Reps to get answers to questions on orders.
• Enters orders, solicits add-ons, verifies order and reviews electronic files.
• Updates all customer records with every contact and order entered.
• Processes and enters all assigned orders in a timely manner.
• Meets or exceeds target productivity for orders entered and accuracy.
• Uses credit card program to authorize payments on appropriate orders.
• Serves as the primary contact between sales, the customer and internal production operations.
• Provides single point of contact for Strategic Customers and Sales Staff for order information.
• Communicates customer complaints to achieve timely resolution, including credits when needed.
• Prepares quotation requests for estimators and shares quotes with customers as required.

Skills

Customer service

Phone support

Communication

Multitasking

Attention to detail

MS Office proficiency

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Customer Service Specialist - Lansing MI

MI Lansing

23-Oct-2026

No

Courteously receive all calls coming into the Customer Service phone lines. Accurately enter complete and clear orders from both customers and the sales force, soliciting add‑on sales. Monitor progress of orders. Assist customers with all inquiries. Communicate with appropriate individuals as needed, to ensure customer satisfaction.

ESSENTIAL JOB FUNCTIONS

• Answers all phone calls quickly and efficiently and exceeds target goals for customer phone contacts.
• Supports sales force with information sharing and customer support.
• Calls customers and/or Reps to get answers to questions on orders.
• Directly enters order, solicits add‑on sales, verifies order and views electronic files with every customer contact where available.
• Verifies and/or updates all customer records with every customer contact and/or order entered.
• Enters and/or receives a form of payment with every order initiated.
• Processes/enters all assigned orders received through various means.
• Exceeds target productivity goals for orders entered and ensures accurate/complete information is provided to prevent potential delays in later processes.
• Utilizes credit card program to authorize payment on appropriate orders.
• Meets or exceeds target monthly and yearly metric guidelines for production and accuracy.
• Prints and assembles orders immediately after entry within given guidelines.
• Serves as the primary contact between sales, the customer and internal production operations.
• Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or order information.
• Communicates customer complaints or inquires to appropriate person to achieve resolution in a timely manner including writing credits when needed.
• Prepares quotation request for estimators and communicates customer‑presentable quotes to customers, both internal and external, as required.
• Responsible for continually developing product knowledge, including specials and pricing.
• Provides prompt communication to the customer and sales rep regarding challenges in meeting requested ship dates.
• Effectively communicates customer expectations to Planning and Scheduling.
• Utilizes available tracking reports and forwards weekly to sales reps.
• Facilitates proofing of product layout to customers to ensure highest level of customer satisfaction on designated accounts.
• Assists customers at the request of or in the absence of sales.
• Follows all required guidelines and procedural expectations throughout the supply chain as established.
• Distributes orders in a timely manner within established guidelines.
• Backs up other areas of Customer Service as needed.
• Continually monitors the competition in present industry.
• Performs other job duties as assigned.

QUALIFICATIONS

• High school diploma or G.E.D.
• Minimum one year related experience with a high level of customer interaction.
• Proficient in various software applications and certifications, such as Microsoft Office (Word and Excel).
• Must demonstrate working knowledge of product specifications.
• Must have excellent interpersonal communication skills with internal and external customers
• Must have excellent organizational and multitasking skills.
• Must be accurate and complete in verbal communications and in writing.
• Must be able to function in a fast paced environment.
• Must be able to maintain good attendance.
• Must be willing to work overtime as needed.
• Must be able to perform the essential functions of the job, with or without reasonable accommodation.

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