Lead Customer Service Manager: Coach Teams & Elevate Orders

Smurfit Westrock; Fort Worth (TX); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

401 K Matching

Medical, Dental, Vision starting day 1

Stock Purchase Program

Tuition Reimbursement

Wellness program

Job summary

Smurfit Westrock in Fort Worth, TX is seeking a Customer Service Manager to act as the liaison between customers, sales and production. You will lead the Customer Account Specialist team and drive order processing, status updates and issue resolution.

The role emphasizes coaching, continuous improvement, and collaboration across production, shipping, maintenance, quality and planning to optimize service levels.

Qualifications

• High School diploma or GED required; Associate/Bachelor’s preferred.
• 3+ years of customer service leadership experience.
• 5+ years in customer service in manufacturing/corrugated industry preferred.
• Proven track record of relationship building, customer service and negotiations.
• Ability to adapt communication style to engage internal and external partners.
• Inspires others to develop themselves through coaching, mentoring and training.

Responsibilities

• Manage customer accounts and Coach Customer Account Specialist team.
• Oversee tactical execution of tasks by the Customer Account Specialist team.
• Review production backlog and communicate status to customers and sales.
• Ensure order specs and documentation are complete for processing and production.
• Serve as escalation point for customer issues and remediation guidance.
• Align with sales, manufacturing and partners to optimize operational efficiencies.
• Onboard and train specialists on topics and best practices.
• Track order activity and inventory, flagging issues to staff/customers.
• Participate in strategic projects and communicate progress to the team.
• Complete performance assessments for specialists based on objectives.

Skills

Customer service leadership

Coaching

Communication skills

Problem-solving

Relationship building

Negotiation

Education

High School diploma or GED

Associate's degree

Bachelor's degree

Tools

Order processing system

Job description

Smurfit Westrock in Fort Worth, TX is seeking a Customer Service Manager to act as the liaison between customers, sales and production. You will lead the Customer Account Specialist team and drive order processing, status updates and issue resolution.

The role emphasizes coaching, continuous improvement, and collaboration across production, shipping, maintenance, quality and planning to optimize service levels.