Sr. Asst, Customer Service

Smurfit Westrock Company; 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 (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.

Opportunity summary:

As a Customer Service Representative (CSR), you will represent Smurfit WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams. As a CSR, you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also maintain ongoing relationships with multiple customers and sales staff, using knowledge of products, logistics, production planning, and inventory management.

How you will impact Smurfit WestRock

• Represent Smurfit WestRock values and deliver excellent service through each interaction.
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Run customized reports and share data with customers
• Provide pricing, inventory availability, and production schedule information to customers
• Track order activity and alert appropriate staff of any potential delivery problems
• Partner with Quality Manager to resolve routine customer issues
• Suggest alternative products or services to meet customer needs when appropriate
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Track warehouse inventories andupdate customers on order status
• Quickly and effectively resolve customer or production issues, maintaining clear communication with customers on status and resolution

What you need to succeed:

• High School diploma or G.E.D.
• Must have 3+ years of customer service-related work experience
• Previous experience in the manufacturing industry is preferred
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

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.

The salary range for this position is $35,625.00 - $59,375.00, depending on your role, level, and location. The range listed is also the expected pay for roles in Illinois and Colorado. The benefits for this role include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 15 days of paid vacation, and 11 days of paid holidays, subject to annual change. Your pay will be based on factors such as your skills, experience, and education.

The application window is expected to close by 27-Jan-2027.