Sr. Assistant, Customer Service

Smurfit Westrock Company; Fort Worth, Northern (TX, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Smurfit WestRock Company in Fort Worth, TX, is seeking a Customer Service Representative to be the critical liaison between customers, sales, and operations. You will manage relationships, coordinate orders, monitor inventory, and support pricing and project setups, with occasional travel to the Blue Springs location.

The role emphasizes customer focus, strong communication, and teamwork within a global packaging company.

Qualifications

• High school diploma or GED; Associate or Bachelor's degree preferred.
• 5+ years of customer service or related experience in manufacturing preferred.
• Broad knowledge of operational procedures and systems.
• Strong mentoring and coaching abilities; willingness to take on more responsibilities.
• Customer-focused with commitment to excellent service.
• Excellent communication, collaboration, and problem-solving skills.
• Eagerness to learn and grow in the area of expertise.
• Strong organizational and time-management skills.
• Ability to thrive in a fast-paced, team-oriented environment.
• Ability to work independently with minimal supervision.
• Proficiency navigating multiple systems.
• Flexibility to travel occasionally to the Blue Springs location.

Responsibilities

• Represent Smurfit WestRock's values and deliver excellent service in every interaction
• Facilitate quotes and provide pricing support
• Create new item specifications and manage project setups
• Manage customer accounts by processing orders and inquiries, reviewing production demand, and ensuring delivery requirements are met
• Proactively monitor order activity and inventory levels, identifying and communicating potential issues
• Coordinate outside purchases for services and materials related to customer projects
• Produce customized reports and share relevant data with customers
• Support quality initiatives by documenting customer issues and partnering with the Quality Manager to research and resolve concerns

Skills

Customer service experience

Manufacturing environment knowledge

Communication skills

Problem-solving

Team collaboration

Education

High school diploma or GED; Associate/Bachelor's preferred

Tools

ERP/CRM systems

MS Office

Job description

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

The Opportunity :

As a Customer Service Representative you will represent Smurfit WestRock and serve as a critical liaison between customers, sales, and operations teams. You will be the first point of contact for customers, setting the tone for the Smurfit WestRock experience.

In this role, you will manage ongoing relationships with multiple customers and sales teams while leveraging your knowledge of products, logistics, production planning, and inventory management. You may also take the lead on broader or more complex projects and provide guidance and training to junior team members.

At Smurfit WestRock, you will be empowered to grow and develop through a strong culture of learning, equipping you with the tools needed to perform at your best and deliver exceptional customer service.

How You Will Impact Smurfit WestRock :

• Represent Smurfit WestRock's values and deliver excellent service in every interaction
• Facilitate quotes and provide pricing support
• Create new item specifications and manage project setups
• Manage customer accounts by processing orders and inquiries, reviewing production demand, and ensuring delivery requirements are met
• Proactively monitor order activity and inventory levels, identifying and communicating potential issues
• Coordinate outside purchases for services and materials related to customer projects
• Produce customized reports and share relevant data with customers
• Support quality initiatives by documenting customer issues and partnering with the Quality Manager to research and resolve concerns

What You Need to Succeed:

• High school diploma or GED required (Associate or Bachelor's degree preferred)
• 5+ years of customer service or related experience, preferably in a manufacturing environment
• Broad knowledge of operational procedures and systems
• Strong mentoring and coaching abilities, with a willingness to take on additional responsibilities
• Customer-focused mindset with a commitment to delivering excellent service
• Excellent communication, collaboration,andproblem-solving skills
• Eagerness to learn and grow within your area of expertise
• Strong organizational and time management skills
• Ability to thrive in a fast-paced, team-oriented environment
• Ability to work independently with minimal supervision
• Proficiency in navigating multiple systems
• Flexibility to travel occasionally to the Blue Springs location

What we offer:

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.