Manufacturing Order Specialist & Customer Liaison

Smurfit Westrock; Battle Creek (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Specialist to manage customer orders from entry to delivery, coordinate with sales, production, planning, and shipping, and resolve service issues in a fast-paced manufacturing environment.

The role emphasizes accuracy, clear communication, and cross-functional collaboration, with responsibilities across order management in the ERP ecosystem and supporting production planning, inventory, and customer relationships.

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.
• Associate degree or higher in business, supply chain, operations, or a related discipline.
• Experience with SOM, SCO, X-Trim, Panther, ERP systems.

Responsibilities

• Manage customer orders from entry through shipment in the order-management system.
• Communicate order status, production timing, availability, and delivery information clearly and promptly.
• 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; escalate 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.

Education

High school diploma or equivalent

Associate degree or higher in business, supply chain, operations, or related discipline

Tools

Microsoft Office

SOM

SCO

X-Trim

Panther

ERP systems

Job description

Smurfit Westrock is seeking a Customer Service Specialist to manage customer orders from entry to delivery, coordinate with sales, production, planning, and shipping, and resolve service issues in a fast-paced manufacturing environment.

The role emphasizes accuracy, clear communication, and cross-functional collaboration, with responsibilities across order management in the ERP ecosystem and supporting production planning, inventory, and customer relationships.