Sr Asst Customer Service

Job Summary: The Senior Assistant Customer Service represents Smurfit WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The Senior Assistant Customer Service is the first point of contact with our customer and sets the tone for their WestRock experience. The Senior Assistant Customer Service maintains an ongoing relationship with multiple customers and sales teams across one or multiple plants, utilizing a diverse knowledge of products, production planning, logistics, and inventory management.

Major Job Responsibilities: 

• Facilitates quotes and provides pricing. 
• Create new item specifications/projects.
• Manage accounts through processing incoming orders, and/or inquiries, by scheduling demand on machines, and managing orders to ensure customer's delivery requirements are met.
• Proactively track order activity, inventory levels, and alert appropriate staff/customers of any potential issues 
• Handle outside purchases for services and materials required for the manufacturing of customer projects. 
• Produce reports and share data with customers. 
• Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.
• Empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer and business partners.
• Serve as a connection between customers, sales team, credit analyst, and collections to ensure responsiveness and customer satisfaction. 
• Collaborate and partner with appropriate business owners to ensure customer experience is delivered.
• Collaborate with the Pre-Pricing Specialist to build customer specifications/projects and review with production team to ensure efficient production. 
• Collaborate with the Planning, production, and shipping teams to review schedules and backlogs to ensure on time delivery.
• Collaborate with the Quality Manager to resolve routine customer quality issues.
• Collaborate with the Plant Leadership to align with company goals and initiatives.

Critical Skills / Capabilities: 

• Attention to Detail: Follow established processes and procedures to ensure accuracy of work (Do it right the first time)
• Customer-Oriented: Ability to operate with customers' best interests in mind; Demonstrates importance for satisfying external and/or internal customers; Efficiently communicates with customers to ensure alignment and satisfaction.
• Communication: Proactive, prompt, and respectful correspondences; essential listening skills with ability to accurately problem solve 
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others
• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates problem solving skills by using a logical, systematic, or sequential approach; suggest alternative products or services to meet customer needs when appropriate. Problems are typically of a routine nature but may at times require discernment. Defers overly complex issues to higher levels.
• Growth and Results Oriented: Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity. 
• Organizational Skills: Planning, monitoring, and prioritizing tasks to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives through multi-tasking and ability to forward-think.
• Time Management: Ability to structure time to meet customer demands; demonstrate flexibility to balance your schedule, tasks, and responsibilities to complete things on time.

Technical Skills: 

• Microsoft Office – Outlook, Teams, Excel, Word, PowerPoint
• System Experience (e.g., AS/400, Kiwiplan ESP/PCS/ULT/TSS, HRMS, Amtech, Sage, JD Edwards, Salesforce, EDI, Customer Portals) 

Other Qualifications: 

To perform the duties of the job, this role requires: 

• Frequently using fingers to type with two hands. 
• Frequently reaching by extending fingers on one hand 
• Frequently reaching by extending one or two arms 
• Frequently using fingers to grasp with one or two hands. 
• Frequently using fingers to pinch with one or two hands.
• Occasionally exerting force by pulling up to 10 lbs. of weight. 
• Occasionally exerting force by pushing up to 10 lbs. of weight. 
• Occasionally exerting force by lifting up to 10 lbs. of weight. 
• The spoken exchange of ideas to be performed loudly 50-75% of the time. 
• The spoken exchange of ideas to be performed quickly 50-75% of the time. 
• The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, or inspection of small defects or parts.
• The ability to quickly interpret and process large quantities of information verbally and through written communications.

Work Environment: 

• Hybrid Remote Schedule 
• Constantly works indoors, in an environment that is climate controlled. 
• The role is frequently sedentary, which entails sitting or being stationary. 
• Occasionally stands or walks for 1-2 hours at a time. 
• Noisy work environment; maintain strict adherence to safety rules and regulations. 

Experience: 

• Required: Basic Knowledge of operational procedure and tools.
• Required: Customer service or related work experience in manufacturing environment or other industries 
• Preferred: 1-3 years of manufacturing industry experience        

Education: 

• Required: High School diploma or G.E.D. 
• Preferred: Associate/bachelor’s degree

The starting rate is $34,500 - $57,500 per year depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 15 days of paid vacation, and 11 days of paid holidays, subject to annual change. Your actual pay will be based on your work location and other factors, such as your skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process. You may apply online at www.westrock.com/company/careers and the application window is expected to close by 04/30/2026.

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