Senior Customer Service & Projects Coordinator

Smurfit Westrock; Lansing (MI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive training

Career development opportunities

Job summary

Smurfit Westrock in the United States (Michigan) seeks a customer-focused Order Coordinator to support strategic accounts, enter orders accurately, track timelines, and coordinate with planning, production and shipping to ensure on-time delivery.

The role requires 3–5 years in customer service or project coordination in manufacturing, strong communication, and proficiency with ERP/CRM and MS Office; high school diploma required with associate degree preferred.

Qualifications

• High school diploma or GED required; Associate degree or technical certification preferred.
• 3–5 years of customer service, account management, or project coordination experience—manufacturing environment strongly preferred.
• Strong understanding of product specifications, production processes, or manufacturing workflows.
• Proficiency with digital tools including Microsoft Office; experience with ERP/CRM systems preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build trust and rapport with customers and internal teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Reliable, punctual, and committed to delivering high-quality work.

Responsibilities

• Act as the primary point of contact for assigned strategic customers and sales representatives.
• Provide timely, accurate responses to customer inquiries regarding orders, products, lead times, samples, and documentation.
• Support customers on behalf of the sales team when needed, ensuring continuity of service.
• Maintain complete and up-to-date customer account information, order history, and communication records in CRM and ERP systems.
• Enter, review, and manage customer orders with a high degree of accuracy.
• Develop and monitor project timelines to ensure on-time delivery.
• Coordinate with Planning, Scheduling, Production, and Shipping to align customer expectations with operational capabilities.
• Track multiple projects simultaneously, ensuring smooth progression through development, production, and fulfillment.
• Communicate proactively with customers and sales when challenges arise that may impact delivery dates or project scope.
• Serve as a liaison between Sales, customers, and internal operations to ensure clarity of requirements and alignment of priorities.
• Evaluate incoming specifications and identify discrepancies requiring re-estimation or clarification.
• Receive and distribute customer-supplied materials, artwork, and technical information to the appropriate internal teams.
• Prepare quote requests, review estimates, and present pricing to internal and external stakeholders.
• Verify that final invoicing aligns with approved quotes and project specifications.
• Apply creative and analytical problem-solving skills to meet customer needs and support sales objectives.
• Identify potential issues early and elevate appropriately to prevent delays or cost impacts.
• Maintain detailed documentation of project milestones, changes, and communications.
• Provide back-up support to other Customer Service team members as needed.
• Perform additional duties as assigned to support departmental and organizational goals.

Skills

Customer service

Account management

Project coordination

ERP/CRM proficiency

Microsoft Office

Communication

Interpersonal skills

Organized

Education

High school diploma or GED

Associate degree or technical certification preferred

Tools

ERP/CRM systems

Microsoft Office

Job description

Smurfit Westrock in the United States (Michigan) seeks a customer-focused Order Coordinator to support strategic accounts, enter orders accurately, track timelines, and coordinate with planning, production and shipping to ensure on-time delivery.

The role requires 3–5 years in customer service or project coordination in manufacturing, strong communication, and proficiency with ERP/CRM and MS Office; high school diploma required with associate degree preferred.