Senior Customer Service Liaison – Manufacturing

Smurfit-Westrock; Fort Worth (TX); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive training and development

Global packaging company with values

Sustainability, Safety and Inclusion

Job summary

Smurfit WestRock is seeking a Customer Service Representative to serve as the main liaison between customers, sales, and operations, ensuring a smooth order process and exceptional service.

You will manage multiple accounts, coordinate quotes, set up projects, monitor orders and inventory, and support continuous improvement with the Quality Manager. The role offers growth within a global packaging company committed to sustainability, safety, and inclusion.

Qualifications

• High school diploma or GED required; Associate or Bachelor's preferred.
• 5+ years of customer service or related experience, preferably in a manufacturing environment.
• Broad knowledge of operational procedures and systems.
• Strong mentoring and coaching abilities, with willingness to take on additional responsibilities.
• Customer-focused mindset with commitment to delivering excellent service.
• Excellent communication, collaboration, and problem-solving skills.

Responsibilities

• Represent Smurfit WestRock's values and deliver excellent service in every interaction.
• Facilitate quotes and provide pricing support.
• Create new item specifications and manage project setups.
• Manage customer accounts by processing orders and inquiries, reviewing production demand, and ensuring delivery requirements are met.
• Proactively monitor order activity and inventory levels, identifying and communicating potential issues.
• Coordinate outside purchases for services and materials related to customer projects.
• Produce customized reports and share relevant data with customers.
• Support quality initiatives by documenting customer issues and partnering with the Quality Manager to research and resolve concerns.

Skills

Customer service

Communication

Team collaboration

Problem-solving

Mentoring

Time management

Adaptability

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

ERP systems

Production planning software

Job description

Smurfit WestRock is seeking a Customer Service Representative to serve as the main liaison between customers, sales, and operations, ensuring a smooth order process and exceptional service.

You will manage multiple accounts, coordinate quotes, set up projects, monitor orders and inventory, and support continuous improvement with the Quality Manager. The role offers growth within a global packaging company committed to sustainability, safety, and inclusion.