Sr. Asst, Customer Service

Smurfit Westrock; Lewisburg, Northern (TN, KY); Hybrid; USD 40,000 - 52,000; Full time

Job summary

WestRock is seeking a Customer Service Representative to act as a key liaison among customers, sales, and operations. The CSR processes routine orders and inquiries, maintaining relationships while leveraging knowledge of products, logistics, planning, and inventory management.

Key duties include providing pricing, inventory, and production schedule information, tracking orders, and collaborating with teams to resolve issues and ensure customer satisfaction at all times.

Qualifications

• Experience handling routine customer orders and inquiries.
• Ability to analyze pricing, inventory and production schedules.
• Strong communication with sales, operations and customers.

Responsibilities

• Represent WestRock to customers and coordinate with sales and operations.
• Process customer orders and inquiries via phone, email, or in person.
• Provide pricing, inventory availability and production schedule information.
• Track order status and alert staff of delivery issues.
• Collaborate to resolve routine customer and production issues.

Skills

Customer service

Communication

Logistics knowledge

Inventory management

Production planning

Job description

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.