Manufacturing Customer Service & Order Specialist

Smurfit-Westrock; Battle Creek (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Specialist to act as the critical link between customers, sales, production and shipping. You will manage orders from entry through delivery, communicate status clearly, and support planning in a fast-paced manufacturing environment.

Ideal candidates have strong communication, multi-tasking ability, and experience in customer service or order management. Office and manufacturing support experience preferred; drug screening will follow conditional

Qualifications

• High school diploma or equivalent.
• Experience in customer service, order management, logistics, supply chain, manufacturing support, or a related field.
• Strong written and verbal communication skills.
• Demonstrated accuracy, organization, and follow-through while managing multiple priorities.
• Ability to analyze information, solve problems, and make sound decisions within established guidelines.
• Proficiency with Microsoft Office applications and the ability to learn business systems quickly.
• Ability to collaborate effectively with customers and partners across sales, operations, planning, and shipping.

Responsibilities

• Manage customer orders in the order-management system, including entry, review, changes, confirmations, and follow-up through shipment.
• Communicate order status, production timing, availability, and delivery information clearly and promptly to customers and internal partners.
• Coordinate with sales, production, planning, shipping, and other mill teams to align customer requirements with operating capabilities.
• Identify and help resolve order discrepancies, production constraints, shipping issues, and other service risks; escalates concerns when appropriate.
• Maintain accurate customer, order, product, and delivery information across applicable systems and records.
• Support production planning in SCO and X-Trim as assigned, including primary or backup planning responsibilities based on mill needs.
• Support Panther pattern management and related order or shipping activities.
• Monitor open orders and priorities to anticipate service issues and recommend practical solutions.
• Build productive customer relationships by responding professionally, setting clear expectations, and following through on commitments.
• Provide cross-coverage for team members and contribute to standardized, efficient customer-service processes.
• Prepare or maintain routine reports, documentation, and updates needed to support customer service and mill execution.
• Perform other related duties based on business and mill requirements.

Skills

Communication

Time management

Problem solving

Attention to detail

Teamwork

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Smurfit Westrock is seeking a Customer Service Specialist to act as the critical link between customers, sales, production and shipping. You will manage orders from entry through delivery, communicate status clearly, and support planning in a fast-paced manufacturing environment.

Ideal candidates have strong communication, multi-tasking ability, and experience in customer service or order management. Office and manufacturing support experience preferred; drug screening will follow conditional