Sr. Asst, Customer Service

WestRock Company; Springfield (MO); On-site; USD 38,000 - 46,000; Full time

Job summary

Smurfit Westrock in Missouri is seeking a Customer Service Representative to act as a critical liaison between customers, sales, and operations. You will handle routine orders and inquiries while maintaining ongoing relationships with multiple customers and staff.

The role requires strong communication, problem-solving, and collaboration to ensure timely information on pricing, inventory, and production schedules.

Qualifications

• High School diploma or GED required.
• 3+ years of customer service experience.
• Manufacturing experience preferred.
• Customer-oriented mindset with strong communication.
• Ability to resolve issues with root-cause focus.

Responsibilities

• Represent 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 and update customers on order status
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

Skills

Customer service

Communication

Problem solving

Data reporting

Order processing

Team collaboration

Education

High School diploma or GED

Job description

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 CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact Smurfit Westrock

• Represent 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 and update 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 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