Customer Solution Strategist

WestRock Company; Fort Worth (TX); On-site; USD 63,039,000 - 83,097,000; Full time

Benefits offered by this job

Medical benefits

401k

Paid vacation

Life Insurance

Disability Insurance

Tuition Reimbursement

Job summary

WestRock Company in Fort Worth, TX is seeking a Customer Service Specialist to handle phone and email inquiries, maintain customer accounts, and process orders for strategic accounts. This onsite role emphasizes RFQ coordination, timely communication with sales, and collaboration across internal teams.

The ideal candidate has an AA or equivalent and at least 3 years in a related field, with strong problem solving, data entry, and MS Office skills.

Qualifications

• Associate degree (AA) or equivalent from two-year college or technical school preferred.
• Minimum of 3 years of experience in a related field required. Knowledge of packaging products or distribution preferred.
• Experience with project management and meeting specific deadlines in a dynamic environment.
• Proven analytical skills with the ability to identify and understand problems and select appropriate resolutions.
• Confident interpersonal, verbal, and written communication skills with various organizational levels.
• Fluency in English required, verbal and written; bilingual skills preferred.
• Proficient data entry skills and above average knowledge of MS Office products
• AS400 a plus
• Available to work on the last day of each month to process closing of month end.
• Occasional Travel
• Heavy RFQ processing
• Call center environment, will need to wear airpods or headset
• Sales Support experience a huge plus

Responsibilities

• Lead the RFQ process: spec material, collect customer information, maintain quote log and follow through with communication between purchasing and sales until point of sale.
• Serves as primary contact for Strategic Customers and Sales Staff for specific customers and/or project information.
• Provides prompt communication with the customer, sales and internal functions regarding existing challenges to meet order expectations.
• Gathers input, evaluates, and makes recommendations from a technical standpoint concerning cost, production schedule, order entry, etc. based on customer needs.
• Uses creative problem solving to achieve sales and customer objectives.
• Identify cost saving opportunities for accounts to improve profitability.
• Initiates, tracks, organizes, prioritizes, and monitors multiple projects through development, production, and fulfillment. Provide relevant timelines to ensure on‑time delivery.
• Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re‑estimation.
• Prepare quotation requests for estimators and presents appropriate quotes for customers both internal and external as required. Reviews costing and invoicing to ensure agreement with signed quotes.

Skills

RFQ process

Project management

Analytical skills

Communication skills

English fluency

Education

Associate degree (AA) or equivalent

Tools

MS Office

AS400

Job description

The Opportunity:

The Customer Service Specialist will be responsible for receiving phone and email inquiries from existing and potential customers. Accurately maintain customer accounts, inquiries and orders, as well as processing requests for product inquiries or samples. Provides complete and immediate communication of order schedules, possible delays to customers and sales staff and solicit add‑on sales based on customer needs. Prepare, enter, and monitor progress of customer orders for strategic accounts. The Customer Solution Strategist will work onsite.

Shift:

Mon-Fri, 8am - 5pm (occasional overtime including weekends)

Pay:

$22 - $29/hr

Location:

Fort Worth, TX 76155

What you will impact Smurfit Westrock:

• Lead the RFQ process: spec material, collect customer information, maintain quote log and follow through with communication between purchasing and sales until point of sale.
• Serves as primary contact for Strategic Customers and Sales Staff for specific customers and/or project information.
• Provides prompt communication with the customer, sales and internal functions regarding existing challenges to meet order expectations.
• Gathers input, evaluates, and makes recommendations from a technical standpoint concerning cost, production schedule, order entry, etc. based on customer needs.
• Uses creative problem solving to achieve sales and customer objectives.
• Identify cost saving opportunities for accounts to improve profitability.
• Initiates, tracks, organizes, prioritizes, and monitors multiple projects through development, production, and fulfillment. Provide relevant timelines to ensure on‑time delivery.
• Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re‑estimation.
• Prepare quotation requests for estimators and presents appropriate quotes for customers both internal and external as required. Reviews costing and invoicing to ensure agreement with signed quotes.

What you need to succeed:

• Associate degree (AA) or equivalent from two‑year college or technical school preferred.
• Minimum of 3 years of experience in a related field required. Knowledge of packaging products or distribution preferred.
• Experience with project management and meeting specific deadlines in a dynamic environment.
• Proven analytical skills with the ability to identify and understand problems and select appropriate resolutions.
• Confident interpersonal, verbal, and written communication skills with various organizational levels.
• Fluency in English required, verbal and written; bilingual skills preferred.
• Proficient data entry skills and above average knowledge of MS Office products
• AS400 a plus
• Available to work on the last day of each month to process closing of month end.
• Occasional Travel
• Heavy RFQ processing
• Call center environment, will need to wear airpods or headset
• Sales Support experience a huge plus

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

Benefits:

• Medical, Dental and Vision Benefits
• 401k with company match
• Paid vacation time & holidays
• Life Insurance & AD&D
• Short- & Long-term Disability Insurance
• Tuition Reimbursement.

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