Senior Customer Service Specialist: Manufacturing Liaison

Smurfit Westrock; Aurora (IL); On-site; USD 36,000 - 59,000; Full time

Benefits offered by this job

Short-term bonus incentive

Health insurance

Dental and vision insurance

Retirement savings plans

Paid sick leave

Paid vacation (15 days)

Paid holidays (11 days)

Job summary

Smurfit WestRock is seeking a Customer Service Representative (CSR) in Illinois to act as a liaison between customers, sales, and operations. You will receive and process routine orders and inquiries, maintain relationships with multiple customers and sales staff, and use knowledge of products, logistics, and inventory management to support timely fulfillment.

Key responsibilities include handling orders, providing pricing and production schedules, tracking order status, and ensuring customer

Qualifications

• 3+ years in customer service
• Experience in manufacturing industry preferred
• Strong written and verbal communication to understand requests and problems
• Ability to simplify and solve issues with focus on root cause and quick solutions
• Collaborative across functions to resolve issues and achieve goals
• Record, organize, and process orders and inquiries
• Provide pricing, inventory and production schedule information

Responsibilities

• Represent the company values and deliver excellent service in every interaction
• Process orders and inquiries received by phone, email, or in person
• Run customized reports and share data with customers
• Provide pricing, inventory status and production schedules
• Track order activity and alert staff of delivery issues
• Partner with Quality Manager to resolve routine customer issues
• Suggest alternative products or services to meet customer needs
• Serve as a liaison between customers and sales staff to ensure responsiveness
• Track warehouse inventories and update customers on order status
• Resolve customer or production issues clearly and promptly

Skills

Customer service

Communication skills

Problem solving

Cross-functional collaboration

Manufacturing knowledge

Order processing

Root-cause analysis

Education

High School diploma

Job description

Smurfit WestRock is seeking a Customer Service Representative (CSR) in Illinois to act as a liaison between customers, sales, and operations. You will receive and process routine orders and inquiries, maintain relationships with multiple customers and sales staff, and use knowledge of products, logistics, and inventory management to support timely fulfillment.

Key responsibilities include handling orders, providing pricing and production schedules, tracking order status, and ensuring customer