Job Opportunity
As a Customer Service Manager, you will define the strategy and business plan for front end operations, supervise and lead a customer service team, and support strategic initiatives for the plant and the company. As a Customer Service Manager, you will partner with production, shipping, management, and customers to achieve optimal customer satisfaction.
How you will impact Smurfit Westrock:
• Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize efficiencies
• Review invoicing and A/R communications to proactively identify and resolve discrepancies
• Balance production workload volume across plants in partnership with Production Planners to support customer needs
• Report out production status and forecast daily with production leadership and team to ensure customer needs are being met
• Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary
• Participate 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 recommendations
• Continuously 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 objectives
• Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives
• Coach 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 experience
• Previous experience in manufacturing industry is preferred
• Proven track record of building relationships, customer service, and negotiations
• Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners
• Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor
• Demonstrate 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 development
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
Why Work for Smurfit Westrock:
• Competitive salary
• Benefits from first day of employment
• Pension plan from the first day of employment (up to 7% with company match)
• A great Management Team and experienced peers to help you along the way
• Celebration lunches and BBQ’s
• Family social club events and company golf tournament
• An Employer that cares about health and safety
• Training opportunities to enhance your skills and grow your career
• A career with a global packaging company where Sustainability, Safety, and Inclusion are business drivers and foundational elements of the daily work.
• A management team committed to Smurfit Westrock's values of Respect, Accountability, Integrity and Excellence
As part of our commitment to accessibility for all persons with disabilities, we will, upon request from the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please let us know your needs and we will consult with you to ensure suitable accommodation is provided.
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