Senior Customer Service & Logistics Coordinator

Smurfit Westrock plc; Battle Creek (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Smurfit Westrock plc in Battle Creek, MI is seeking a Customer Service Specialist to serve as the link between customers, sales, production, planning and shipping. You will manage customer orders from entry through delivery, communicate status, and resolve issues to maintain high service levels.

The role requires strong communication, attention to detail, and the ability to coordinate multiple priorities in a fast-paced manufacturing environment. Office- and shop-floor interaction required.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, order management, logistics, or a related field.
• Strong written and verbal communication skills.
• 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

Customer service

Order management

Logistics

Communication

Problem solving

Microsoft Office

Cross-functional collaboration

Attention to detail

Education

High school diploma

Associate degree or higher in business/supply chain/related

Tools

SOM

SCO

X-Trim

Panther

ERP systems

Job description

Smurfit Westrock plc in Battle Creek, MI is seeking a Customer Service Specialist to serve as the link between customers, sales, production, planning and shipping. You will manage customer orders from entry through delivery, communicate status, and resolve issues to maintain high service levels.

The role requires strong communication, attention to detail, and the ability to coordinate multiple priorities in a fast-paced manufacturing environment. Office- and shop-floor interaction required.