Customer Service Specialist - Lansing MI

Smurfit-Westrock; Lansing (MI); Presencial; USD 36.000 - 48.000; Jornada completa

Descripción de la vacante

Smurfit Westrock is seeking a Customer Service Specialist in Lansing, MI. You will handle inbound calls, enter orders, and support sales while maintaining accurate customer records and timely communication.

The role requires one year of customer-facing experience, strong Microsoft Office skills, and excellent communication. A fast-paced environment and overtime as needed are part of the job.

Formación

• One year related experience with a high level of customer interaction.
• Proficient in Microsoft Office (Word and Excel).
• Must demonstrate working knowledge of product specifications.
• Excellent interpersonal communication skills with internal and external customers.
• Strong organizational and multitasking abilities.
• Accurate and complete in verbal and written communications.

Responsabilidades

• Answer all phone calls quickly and efficiently and meet target goals.
• Support sales force with information sharing and customer support.
• Enter orders accurately and verify details with customers and reps.
• Update customer records with every contact and order.
• Communicate with Planning and Scheduling to manage ship dates.
• Provide prompt communication to customers on challenges and quotes.

Conocimientos

Customer service experience

MS Office

Product specifications

Interpersonal communication

Organization & multitasking

Verbal & written communication

Attendance & reliability

Overtime willingness

Educación

High school diploma or GED

Descripción del empleo

Customer Service Specialist - Lansing MI

Locations

MI Lansing

Employment Type

Full Time

Date Posted

23-Oct-2026

Relocation Support

No

Description & Requirements

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

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.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.