Sr. Coord, Customer Service

WestRock Company; Conway (AR); On-site; USD 42,000 - 62,000; Full time

Job summary

WestRock Company is seeking a Customer Service professional to process orders, manage shipping releases, and serve as the liaison between customers and the folding carton manufacturing facility.

Under supervision, you will support sales, production planning, and pre-press activities, organize meetings, manage graphics, forecast material needs, and maintain accurate records. Strong communication and organizational skills are essential, with occasional travel.

Qualifications

• Bachelor’s degree preferred.
• Customer service/account management experience preferred.
• Knowledge of the carton folding industry and products a plus.
• Occasional travel required.
• Excellent oral and written communications skills.
• Effective listening skills.
• Proficiency in Microsoft Office applications.
• Excellent organizational skills including follow-up and spreadsheet management.
• Able to adapt to fluctuations in business cycles and workload.
• Excellent problem-solving skills.
• Be comfortable working independently and within a team.
• Ability to manage and prioritize daily deadlines and multiple requests.

Responsibilities

• Process orders and shipping releases under general supervision.
• Serve as liaison between customers and the folding carton manufacturing facility.
• Coordinate with sales team, customers, and manufacturing.
• Organize pre-production meetings for new customers, products, and graphics.
• Coordinate processing of new graphics with pre-press or external facilities.
• Manage customer graphics and forecasts of timing and quantity.
• Oversee Vendor Managed Inventory (VMI) processes and contracts.
• Enter customer orders, shipping releases, and complaints; support production planning.
• Respond to inquiries regarding product availability and inventory information.
• Maintain FIFO inventory to prevent aging over 90 days.
• Assist in recovery of aged receivables.
• Support teamwork and promote collaboration across levels.

Skills

Customer service

Communication skills

Listening skills

Organizational skills

Problem-solving

Teamwork

Independence

Conflict management

Education

Bachelor's degree preferred

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

The opportunity:

The Customer Service position requires knowledge of company’s products, processes, and delivery capabilities. Under general supervision, processes orders, shipping releases and handle customer requests and serve as a liaison between the customer and the folding carton manufacturing facility.

How you will impact Smurfit Westrock:

• Work proactively to complete all tasks timely, accurately, and completely.
• Initial point of contact for sales team, customers, and manufacturing
• Develop strong client relationships that provide significant input to production planning and service strategies
• Organize pre-production meetings for new customers, products, & graphics
• Coordinate processing of new graphics with WestRock’s pre-press department or customer-specified outside facility
• Manage customer graphics
• Assist in ordering materials by providing forecast information (timing & quantity)
• Manage VMI (Vendor Managed Inventory) processes, including creation and update of customer contracts
• Receive and enter customer orders, shipping releases, and complaints
• Assist in production planning and/or order prioritization by providing customer requirements
• Respond to customer inquiries regarding product availability, and provide inventory information
• Manage and maintain inventory, FIFO (first in first out) as to prevent aging over 90 days
• Assist in recovery of aged receivables
• Must be willing to work flexible hours, when necessary
• Promote teamwork at all levels within the company

What you need to succeed:

• Bachelor’s degree preferred
• Customer service experience / account management preferred
• Knowledge of the carton folding industry and products a plus
• Occasional travel required
• Professional customer satisfaction skills needed to maintain positive external and internal relationships
• Excellent oral and written communications skills
• Effective listening skills
• Proficiency in computer applications including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent organizational skills to include follow-up, accountability, and spreadsheet management
• Ability to easily adapt to fluctuations in business cycles and workload
• Excellent problem-solving skills
• Be comfortable working independently and within a team environment
• Ability to work through conflict situations
• Ability to manage and prioritize daily deadlines, as well as multiple customer and manufacturing requests

What we offer:

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.