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 Director of Customer Service has overall management responsibility for the customer service team supporting the Paper Sales Division.  The primary focus of the Director of Customer Service is to lead the approximately 40-person team to deliver service levels that create a competitive advantage through differentiated service, while managing the cost to serve. The Director will use key metrics, engagement, and new business technology to generate value and team performance.

How you will impact Smurfit Westrock:

Provide leadership and management oversight for the activities of the Customer Service teams to ensure that the strategic vision, service models, and customer needs are consistently coordinated and achieved. Direct and coordinate all customer service programs and order management activities.  Define customer service programs and illustrate how effective service solutions build customer relations and grow sales.Responsible for the development and delivery of both proactive and responsive service solutions, driving process and capability improvement in leading the execution of the mill segment sales plan.Promote a culture of positive engagement where team members feel valued and consistently do their best work.Lead the activities and actions of the Customer Service Managers to ensure customer service issues are handled swiftly with a focus on root cause determination and a path to issue prevention.   Collaborate closely with the Supply Chain functional leaders to execute a smooth order fulfillment process through integrated business and tactical planning.   Ensure processes exist to proactively identify and elevate issues that could adversely affect customers. Collaborate closely with the segment and regional commercial sales teams to understand business strategies and develop plans to achieve the required service elements.Support the sales organizations in communicating service and operational value propositions to customers.Coordinate efforts to continually train the Customer Service team to provide exceptional customer service and to meet defined performance measures.  Build, coach and develop all levels of team members in the Customer Service organization:Define goals and objectives for customer support, establish metrics, measure performance, take corrective action. Develop Customer Service Managers and Supervisors for advancement into expanded roles within the business.Establish career paths and growth opportunities for all positions within the Customer Service team.Drive performance improvement of the supply chain priorities and global strategies.Facilitate Supply Chain initiatives/activities and ensure they are carried out in a consistent manner across geographies.Acts as an agent for change and continuous improvement.

Requirements to Succeed:

Bachelor’s Degree required7-10 years progressive supply chain experienceMinimum of 5 years managerial experience including team leadership and developmentUnderstanding of change management principles Experience and demonstrated skills working directly and indirectly with customers is essential  Strong written communication and speaking skillsMust be comfortable presenting to senior executivesAbility to lead and/or participate in project teamsMust be able to quickly summarize complex problems and propose effective solutionsProficiency in problem solving skills, analyzing risks and developing options for complex business situationsLeadership skills with a demonstrated propensity toward teamworkAbility to think strategically and operate tacticallyPrevious experience working in a highly matrixed environment is desirable Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.