Service Acccount Manager - Beverage Packaging

WestRock Company; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k with match

Training opportunities

Job summary

WestRock Company is seeking a Service Account Manager in the beverage packaging systems area to strengthen customer relationships and ensure exemplary service delivery. You will act as the main contact for service issues, analyze feedback, and coordinate cross‑functional teams to resolve concerns and improve performance.

You will proactively identify opportunities to sell parts and services, collaborate with technical sales and carton sales teams, and maintain accurate customer data and

Qualifications

• 5+ years in equipment maintenance and support (industrial systems).
• 3+ years in account management, customer service, or technical sales (packaging/industrial).
• Strong communication and problem-solving abilities.
• Proven cross-functional collaboration and project coordination.

Responsibilities

• Develop and maintain relationships with assigned customers as the primary service contact.
• Gather feedback on parts and service performance for continuous improvement.
• Troubleshoot customer system issues and coordinate resources for resolution.
• Provide updates on account health, machine performance, and service trends.
• Serve as onsite technical advisor for routine inquiries and challenges.
• Maintain customer data and service activity in systems.
• Identify and pursue parts and services opportunities within accounts.
• Collaborate with field service, sales, supply chain, and quality teams.

Skills

Interpersonal skills

Problem solving

CRM proficiency

MS Office

Cross-functional

Packaging systems

Beverage packaging

Multi-tasking

Tools

CRM software

Microsoft Office

Job description

The Opportunity:

The Service Account Manager is responsible for managing and strengthening customer relationships within the Beverage Packaging Systems business. This role serves clients utilizing beverage machines and cartons, ensuring exceptional service delivery and satisfaction.

How you will impact Smurfit Westrock:

The Service Account Manager acts as a trusted partner to customers, proactively addressing their needs and driving business growth through effective account management and cross-functional collaboration.

Customer Relationship:

• Develop and maintain strong relationships with assigned customers, serving as the primary point of contact for all service-related matters.
• Gather and analyze customer feedback regarding parts and service performance to ensure continuous improvement and high satisfaction.

Service Delivery and Issue Resolution:

• Troubleshoot local and systemic customer system issues and coordinate resources to resolve.
• Provide regular updates and reports on account health, machine performance, and service trends.
• Serve as the escalation point for service or product issues, coordinating timely resolution and clear communication with clients.
• Act as an onsite technical advisor, assisting customers with routine and minor technical inquiries or challenges.
• Accurately maintain customer data, service activity, and opportunity information in systems.

Revenue Growth and Opportunity Identification:

• Proactively identify and pursue opportunities to sell parts and services that enhance customer operations and support business objectives.
• Collaborate with the technical sales team to identify and qualify new machine sales opportunities within existing accounts.
• Work closely with the carton sales team to address issues or leverage opportunities related to carton sales, ensuring seamless customer experience.

Cross-Functional Collaboration:

• Collaborate effectively with field service, technical support, sales, supply chain, and quality teams.
• Coordinate resources to ensure seamless customer support and issue resolution.
• Ensure internal alignment on customer priorities, commitments, and action plans.

What you need to succeed:

• Strong industrial machinery technical background with a minimum of 5 years of experience in equipment maintenance and support.
• Minimum of 3 years of experience in account management, customer service, or technical sales, preferably in packaging or industrial equipment sectors.
• Strong interpersonal, communication, and problem-solving skills.
• Demonstrated ability to manage multiple priorities and collaborate across teams.
• Proficiency with CRM software and Microsoft Office Suite.
• Experience of working with beverage packaging systems or related machinery.
• Familiarity with parts and service sales processes.
• Proven track record of successful cross-functional collaboration.
• Advanced knowledge of customer feedback and escalation management practices.

What we offer:

• Corporate culture is based on integrity, respect, accountability, and excellence.
• Comprehensive training with numerous learning and development opportunities.
• An attractive salary reflects skills, competencies, and potential.
• Benefits package includes medical, dental, vision, life insurance, 401k with match and more!
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.