Sr. Coord, Customer Service

Smurfit Westrock Company; Lansing (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive training

Competitive compensation

Job summary

Smurfit Westrock Company in Lansing, MI seeks a customer-focused professional to act as the primary contact for strategic customers and sales reps. You will accurately enter orders, provide product information, coordinate schedules, and proactively communicate updates to ensure a seamless order-to-delivery experience.

The role emphasizes maintaining customer data in CRM/ERP, developing project timelines, and collaborating with Planning, Scheduling, Production, and Shipping to meet delivery

Qualifications

• 3–5 years of customer service, account management, or project coordination experience in manufacturing.
• Strong understanding of product specifications and manufacturing workflows.
• Proficiency with Microsoft Office; ERP/CRM experience preferred.

Responsibilities

• Act as the primary point of contact for assigned strategic customers and sales representatives.
• Provide timely, accurate responses to customer inquiries regarding orders, products, lead times, samples, and documentation.
• Support customers on behalf of the sales team when needed, ensuring continuity of service.
• Maintain complete and up-to-date customer account information, order history, and communication records in CRM and ERP systems.
• Enter, review, and manage customer orders with a high degree of accuracy.
• Develop and monitor project timelines to ensure on-time delivery.
• Coordinate with Planning, Scheduling, Production, and Shipping to align customer expectations with operational capabilities.
• Track multiple projects simultaneously, ensuring smooth progression through development, production, and fulfillment.
• Communicate proactively with customers and sales when challenges arise that may impact delivery dates or project scope.
• Serve as a liaison between Sales, customers, and internal operations to ensure clarity of requirements and alignment of priorities.
• Evaluate incoming specifications and identify discrepancies requiring re-estimation or clarification.
• Receive and distribute customer-supplied materials, artwork, and technical information to the appropriate internal teams.
• Prepare quote requests, review estimates, and present pricing to internal and external stakeholders.
• Verify that final invoicing aligns with approved quotes and project specifications.
• Apply creative and analytical problem-solving skills to meet customer needs and support sales objectives.
• Identify potential issues early and escalate appropriately to prevent delays or cost impacts.
• Maintain detailed documentation of project milestones, changes, and communications.
• Provide back-up support to other Customer Service team members as needed.
• Perform additional duties as assigned to support departmental and organizational goals.

Skills

Customer service

Account management

Project coordination

Communication

Multitasking

Education

High school diploma or GED

Associate degree or technical certification

Tools

Microsoft Office

ERP/CRM systems

Job description

The Opportunity

Serve as a professional, customer-focused point of contact for all incoming inquiries. Support customers and the sales team by accurately entering orders, providing product and project information, coordinating schedules, and proactively communicating updates. Strengthen customer relationships through responsive service, problem-solving, and effective use of digital tools. Manage order flow for strategic accounts and ensure seamless experience from order entry through delivery.

Key Responsibilities

• Act as the primary point of contact for assigned strategic customers and sales representatives.
• Provide timely, accurate responses to customer inquiries regarding orders, products, lead times, samples, and documentation.
• Support customers on behalf of the sales team when needed, ensuring continuity of service.
• Maintain complete and up-to-date customer account information, order history, and communication records in CRM and ERP systems.

Order & Project Coordination

• Enter, review, and manage customer orders with a high degree of accuracy.
• Develop and monitor project timelines to ensure on-time delivery.
• Coordinate with Planning, Scheduling, Production, and Shipping to align customer expectations with operational capabilities.
• Track multiple projects simultaneously, ensuring smooth progression through development, production, and fulfillment.
• Communicate proactively with customers and sales when challenges arise that may impact delivery dates or project scope.

Cross-Functional Collaboration

• Serve as a liaison between Sales, customers, and internal operations to ensure clarity of requirements and alignment of priorities.
• Evaluate incoming specifications and identify discrepancies requiring re-estimation or clarification.
• Receive and distribute customer-supplied materials, artwork, and technical information to the appropriate internal teams.
• Prepare quote requests, review estimates, and present pricing to internal and external stakeholders.
• Verify that final invoicing aligns with approved quotes and project specifications.

Problem Solving & Continuous Improvement

• Apply creative and analytical problem-solving skills to meet customer needs and support sales objectives.
• Identify potential issues early and escalate appropriately to prevent delays or cost impacts.
• Maintain detailed documentation of project milestones, changes, and communications.
• Provide back-up support to other Customer Service team members as needed.
• Perform additional duties as assigned to support departmental and organizational goals.

What You Need to Succeed

• High school diploma or GED required; Associate degree or technical certification preferred.
• 3–5 years of customer service, account management, or project coordination experience—manufacturing environment strongly preferred.
• Strong understanding of product specifications, production processes, or manufacturing workflows.
• Proficiency with digital tools including Microsoft Office; experience with ERP/CRM systems preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build trust and rapport with customers and internal teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Reliable, punctual, and committed to delivering high-quality work.
• Ability to perform essential job functions with or without reasonable accommodations

What We Offer

• A workplace culture built on integrity, respect, accountability, and excellence.
• Comprehensive training and opportunities for continued learning and skill development.
• Competitive compensation based on experience, skills, and performance.
• A career with a global packaging leader where Safety, Sustainability, and Inclusion are foundational to daily operations and long‑term success.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.