Strategic Customer Service Coordinator

Smurfit Westrock; Plainfield (NJ); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

HSA/FSA

Retirement plans

Paid time off

Paid holidays

Job summary

Smurfit Westrock is seeking a Customer Service professional in New Jersey to courteously handle inbound calls, enter orders, and assist customers with inquiries, samples, and catalog requests. The role acts as a single point of contact between sales, customers, and production, ensuring on-time delivery and accurate communication.

The position requires 3–5 years of related experience, strong Microsoft Office skills, and effective communication via phone and email.

Qualifications

• High school diploma or GED is required; AA or technical degree preferred.
• Minimum 3–5 years of experience in a related field.
• Proficiency with Microsoft Office (Word, Excel).
• Effective telephone and email communication skills.
• Strong organizational skills and ability to manage time in a fast-paced setting.
• Reliable with good attendance and data accuracy.

Responsibilities

• Provides single point of contact for Strategic Customers and Sales Staff for specific information.
• Serves as primary contact between Sales, customer and internal production operations.
• Assists customers at the request of or in the absence of sales.
• Develops project timelines and monitors to ensure on-time delivery.
• Initiates, tracks, organizes, prioritizes and monitors multiple projects through development, production and fulfillment.
• Uses problem solving to achieve sales and customer objectives.
• Provides prompt communication to the customer and sales rep regarding scheduling or delays.
• Communicates customer expectations to Planning and Scheduling.
• Gathers input, evaluates and makes recommendations from a technical standpoint as needed.
• Compares incoming work specs with estimates and notes changes requiring re-estimation.
• Receives and distributes customer-supplied materials to appropriate departments.
• Interprets requests for artwork and communicates needs to appropriate teams.
• Prepares quotation requests and presents quotes to customers as required.
• Reviews costing and invoicing to ensure agreement with quotes.
• Maintains accurate written records and alerts relevant staff of issues affecting delivery or cost.
• Assists sales in technical communications to customers.
• Backs up other customer service areas as needed.
• Performs other duties as assigned.

Skills

Customer service

Microsoft Office

Phone & email communication

Time management

Attention to detail

Education

High school diploma or GED

Associate’s degree preferred

Tools

CRM software

Job description

Smurfit Westrock is seeking a Customer Service professional in New Jersey to courteously handle inbound calls, enter orders, and assist customers with inquiries, samples, and catalog requests. The role acts as a single point of contact between sales, customers, and production, ensuring on-time delivery and accurate communication.

The position requires 3–5 years of related experience, strong Microsoft Office skills, and effective communication via phone and email.