Sr. Coord, Customer Service

WestRock Company; Lansing (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Smurfit Westrock is seeking a proactive, customer-focused professional to manage inquiries, enter orders, and coordinate projects from order entry through delivery. You will strengthen customer relationships by delivering responsive service, accurate information, and timely updates.

The role requires 3–5 years in manufacturing-related customer service or project coordination and strong communication skills.

Qualifications

• High school diploma or GED required; Associate degree or technical certification preferred.
• 3–5 years of customer service, account management, or project coordination in manufacturing preferred.
• Strong understanding of product specifications, production processes, or manufacturing workflows.
• Proficiency with Microsoft Office; experience with ERP/CRM systems preferred.
• Excellent verbal and written communication; strong interpersonal and organizational skills.

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 elevate 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

ERP/CRM proficiency

Microsoft Office

Education

High school diploma or GED

Associates or technical certification preferred

Tools

ERP system

CRM system

Microsoft Office

Job description

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

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 elevate 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.

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.