Description & Requirements Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

The Opportunity:

We have an opportunity at our North Park North America Home Office for a Customer Account Specialist supporting our Global Paper group. The Customer Account Specialist communicates with customers, sales, transportation, mills, technical associates, claims, billing and credit departments.  The position provides account management and maintains master file data, handles trials, load optimization, delivery tracking, and creating/maintaining reports for customers.

Responsibilities:

Responsible for basic product knowledge and corresponding mill standards to be able to make some determinations of how to match with the customer’s requirements and business needsMaintain open and direct communication with customers to ensure an understanding of their needs and requirementsServe as point of contact for customers on any requests they may have.  The solutions will require interfacing with other functions within Smurfit Westrock.Responsible for managing order fulfillment strategy lower stratified customer accounts.This role will be responsible for problem solving order fulfillment solutions for majority of orders due to operational and supply chain constraints. Customer Account Specialist will have discretion and autonomy to interface with customer, planning and logistics driving decisions to meet customer requirements without manager approval.Identify issues that may inhibit customer satisfactionProcess orders received from customers and sales team on a timely basis, using various technology applicationsTransportation mode planning for excess freight reductionManage customer specific inventory to minimize aged inventoryProvide prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship datesTrack orders and initiate changes per customer or sales requests to ensure on-time deliveryAnalyze inventory levels and make decisions to fill orders from inventory to best improve delivery time and manage to the lowest inventory levels.Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycleProactively manage exceptions and be able to use discretion and influence to mitigate cost to serveVisiting customer to develop relationships and become educated on the needs of their businessWork both independently and with the business unit team to manage customer needsParticipate in a collaborative, cross-functional Sales Planning process; measuring and developing actionable improvement plans for key performance metricsProvide short term plan adjustments as necessary in response to unexpected eventsDevelop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU'sTrack and reconcile weekly/monthly metrics versus established targetsUtilize data from various sources for optimal decision makingAdvise on and implement process improvements

Metrics include: On-Time Shipment, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization and Excess Freight Reduction.

Requirements to Succeed:

Bachelor’s degree in one of the following disciplines: business, supply chain or 2-5 years customer service experienceStrong problem solving and verbal skills with ability to communicate with all levels including Executive and Senior management.High level proficiency in MS OfficeAbility to work with cross functional team partners to resolve issues to maintain customer satisfactionWork proactively to complete all tasks timely, accurately, and completelyExperience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.