Senior Strategic Accounts & Order Coordinator

Smurfit Westrock Company; Lansing (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive training

Competitive compensation

Job summary

Smurfit Westrock Company in Lansing, MI seeks a customer-focused professional to act as the primary contact for strategic customers and sales reps. You will accurately enter orders, provide product information, coordinate schedules, and proactively communicate updates to ensure a seamless order-to-delivery experience.

The role emphasizes maintaining customer data in CRM/ERP, developing project timelines, and collaborating with Planning, Scheduling, Production, and Shipping to meet delivery

Qualifications

• 3–5 years of customer service, account management, or project coordination experience in manufacturing.
• Strong understanding of product specifications and manufacturing workflows.
• Proficiency with Microsoft Office; ERP/CRM experience preferred.

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 escalate 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

Communication

Multitasking

Education

High school diploma or GED

Associate degree or technical certification

Tools

Microsoft Office

ERP/CRM systems

Job description

Smurfit Westrock Company in Lansing, MI seeks a customer-focused professional to act as the primary contact for strategic customers and sales reps. You will accurately enter orders, provide product information, coordinate schedules, and proactively communicate updates to ensure a seamless order-to-delivery experience.

The role emphasizes maintaining customer data in CRM/ERP, developing project timelines, and collaborating with Planning, Scheduling, Production, and Shipping to meet delivery