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.

Opportunity summary:  As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

 

How you will impact WestRock:

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficienciesReview invoicing and A/R communications to proactively identify and resolve discrepanciesBalance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needsReport out production status and forecast daily with production leadership and team to ensure customer needs are being metServe as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessaryParticipate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendationsContinuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectivesConduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service RepresentativesCoach and guide Customer Service Representatives to effectively support customers and resolve customer issues Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

 

What you need to succeed:

High School diploma or G.E.D.Must have 5+ years of customer service related work experiencePrevious experience in manufacturing industry is preferredProven track record of building relationships, customer service, and negotiationsAbility to adapt communication and interpersonal style to engage and influence a variety internal and external partnersInspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentorDemonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions Ability to simplify and solve simple to complex issues with focus on root cause and quick solution developmentDemonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.