Sr. Coord, Customer Service

Smurfit Westrock; Conway (AR); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Training opportunities

Global packaging company culture

Job summary

Smurfit Westrock in Conway, AR is seeking a Customer Service professional to process orders, handle shipping releases, and liaise between customers and the folding carton manufacturing facility. The role focuses on timely, accurate service and building strong client relationships to support production planning.

Responsibilities include coordinating graphics with pre-press, managing VMI contracts, entering orders, and responding to inquiries about product availability and inventory.

Qualifications

• 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 to maintain relationships.
• Excellent oral and written communications skills.
• Effective listening skills.
• Proficiency in Word, Excel, PowerPoint and Outlook.
• Excellent organizational skills including follow-up and accountability.
• Ability to adapt to fluctuations in business cycles and workload.
• Excellent problem-solving skills.
• Work independently and in a team.
• Ability to handle conflict situations.
• Manage and prioritize daily deadlines and multiple requests.

Responsibilities

• Process orders, shipping releases and handle customer requests.
• Liaise between customer and folding carton manufacturing facility.
• Organize pre-production meetings for new customers, products & graphics.
• Coordinate graphics with pre-press or outside facility.
• Manage customer graphics and forecasts for materials.
• Manage VMI processes, including contracts.
• Enter orders, releases, and complaints into system.
• Respond to inquiries on product availability and inventory.
• Maintain inventory FIFO and aging control.
• Assist in recovery of aged receivables.

Skills

Customer service experience

Communication skills

Organizational skills

Problem-solving

Teamwork

Travel willingness

Education

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

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.

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.

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.