Senior Customer Service Lead & Operations Liaison

Smurfit Westrock Company; Deer Park, Northern (NY, KY); Hybrid; USD 73,000 - 121,000; Full time

Benefits offered by this job

Bonus incentive

Health, dental and vision insurance

Flexible spending accounts or health-s

Retirement savings plans

Life and disability insurance

Paid vacation and holidays

Job summary

Smurfit WestRock Company is seeking a Customer Service Manager (CSM) to lead the Customer Account Specialist team and serve as the critical liaison among customers, sales, production, and operations.

You will mentor staff, drive plant-wide initiatives, ensure on-time delivery, and coach leadership on issue resolution while partnering across functions to optimize performance and customer satisfaction.

Qualifications

• 3-5 years of customer service leadership experience in a manufacturing environment.
• High School diploma or GED required.
• Proficient in Microsoft Outlook, Teams, Excel, Word, and PowerPoint.
• Experience with enterprise systems (AS/400, SAP-like tools, Salesforce, EDI) preferred.

Responsibilities

• Lead the Customer Account Specialist team and manage customer accounts.
• Coordinate with production, shipping, and quality to meet delivery requirements.
• Escalate and resolve customer issues with plant leadership guidance.
• Mentor and coach staff to improve performance and onboarding.

Skills

Attention to Detail

Customer-Oriented

Communication

Collaboration

Coaching

Organizational Skills

Time Management

Training Skills

Leadership Skills

Education

High School diploma or GED

Tools

Microsoft Office Suite

ERP/Systems Experience

Job description

Smurfit WestRock Company is seeking a Customer Service Manager (CSM) to lead the Customer Account Specialist team and serve as the critical liaison among customers, sales, production, and operations.

You will mentor staff, drive plant-wide initiatives, ensure on-time delivery, and coach leadership on issue resolution while partnering across functions to optimize performance and customer satisfaction.