Sr. Asst, Customer Service

Smurfit-Westrock; Lewisburg (TN); On-site; USD 33,000 - 46,000; Full time

Job summary

Smurfit Westrock is a leading provider of sustainable packaging solutions in the United States. The Customer Service Representative (CSR) represents WestRock to customers and acts as a critical liaison between the customer, sales, and operations teams.

The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production

Responsibilities

• Represent WestRock to customers and act as liaison between customer, sales, and operations.
• Receive and process routine customer orders, inquiries, and issues.
• Maintain ongoing relationships with multiple customers and sales staff.
• Provide pricing, inventory availability, and production schedule information.
• Track warehouse inventories and update customers on order status.
• Record, organize, and process orders and inquiries via telephone, email, or in person.
• Collaborate with the Quality Manager to resolve routine customer issues.
• Undergo drug screening after receiving a conditional job offer.

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.

Job Summary: The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

Major Job Responsibilities

• Business Excellence
• Provide pricing, inventory availability and production schedule information to customers
• Track warehouse inventories and update customers on order status
• Run customized reports and share data with customers
• Review customer credit information to ensure necessary credit is established for customer orders
• Track order activity and alert appropriate staff of any potential delivery problems
• Suggest alternative products or services to meet customer needs when appropriate
• Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Obtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility People and Culture
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values
• Partner with Quality Manager to resolve routine customer issues
• Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensure efficient production
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

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.