Sr. Asst, Customer Service

Smurfit Westrock plc; Murfreesboro (TN); On-site; USD 38,000 - 52,000; Full time

Job summary

Smurfit Westrock plc is seeking a Customer Service Representative to manage routine orders, inquiries, and issues while maintaining strong customer relationships. The role involves coordinating with sales, logistics, and production teams to ensure timely fulfillment and responsive service.

The ideal candidate has 3+ years in customer service within manufacturing, proficient in Excel, Outlook, and PowerPoint, and a commitment to quality and collaboration.

Qualifications

• 3+ years of customer service-related work experience in a manufacturing environment or other industries.
• Preferred: 3 to 5 years of manufacturing industry experience.
• High School diploma or G.E.D required.

Responsibilities

• Receive and process routine customer orders, inquiries, and issues related to orders.
• Maintain ongoing relationships with multiple customers and sales staff.
• Provide pricing, inventory availability and production schedule information to customers.
• Track warehouse inventories and update customers on order status.
• Record, organize, and process orders and inquiries received by telephone, email, or personal contact.
• Collaborate with Quality Manager and Pre-Pricing specialist to resolve issues and review production.

Skills

Customer service

Communication

Collaboration

Problem-Solving

Growth mindset

Organizational skills

Technical skills

Education

High School diploma or G.E.D

Tools

Excel

Outlook

PowerPoint

AS/400

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 Customer Service Representative (CSR)

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

Critical Skills / Capabilities

• Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind
• Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively
• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using a logical, systematic, or sequential approach
• Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity
• Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives
• Technical Skills: Microsoft Office – Excel, Outlook, PowerPoint
• Order entry system experience (e.g. AS/400)

Other Qualifications

To perform the duties of the job, this role requires:

• Frequently using fingers to type with two hands
• Occasionally reaching by extending fingers on one hand
• Occasionally reaching by extending two arms
• Occasionally using fingers to grasp with two hands
• Occasionally using fingers to pinch with two hands
• The spoken exchange of ideas to be performed loudly 50-75% of the time
• The spoken exchange of ideas to be performed quickly 50-75% of the time
• The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, or inspection of small defects or parts

Experience

• Required: 3+ years of customer service-related work experience in manufacturing environment or other industries
• Preferred: 3 to 5 years of manufacturing industry experience

Education

• Required: High School diploma or G.E.D

Work Environment

• Constantly works indoors, in an environment that is climate controlled
• The role is frequently sedentary, which entails sitting or being stationary
• Occasionally stands or walks for 1-2 hours at a time
• Noisy work environment; maintain strict adherence to safety rules and regulations

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.