Sr. Asst, Customer Service

Smurfit Westrock; Springfield (MO); On-site; USD 36,000 - 55,000; Full time

Job summary

Smurfit Westrock is seeking a Customer Service Representative to act as the liaison between customers, sales, and operations. You will receive and process routine orders and inquiries, maintain relationships, and use knowledge of products, logistics, and inventory management to meet customer needs.

The role emphasizes delivering excellent service, coordinating with production and quality teams, and providing timely information on pricing and availability.

Qualifications

• 3+ years of customer service-related work experience.
• Manufacturing industry experience preferred.
• Strong written and verbal communication skills.
• Ability to simplify and solve simple to complex issues with focus on root cause.

Responsibilities

• Represent values and deliver excellent service to customers.
• Process orders and inquiries via telephone, email, or in-person contact.
• Run customized reports and share data with customers.
• Provide pricing, inventory availability and production schedule information.
• Track order activity and alert staff of delivery problems.
• Collaborate with Quality Manager to resolve routine issues.
• Suggest alternative products or services to meet customer needs.
• Serve as a liaison between customers and sales staff to ensure responsiveness.
• Monitor warehouse inventories and update customers on order status.
• Resolve customer or production issues with clear status updates.

Skills

Customer service

Communication

Problem solving

Collaboration

Education

High School diploma or GED

Job description

Description & Requirements

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 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

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.