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.

Sr. Assistant Customer Service Representative – New Lenox, IL

The opportunity:

The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact WestRock:

Business Excellence

Provide pricing, inventory availability and production schedule information to customersTrack warehouse inventories and update customers on order statusRun customized reports and share data with customersReview customer credit information to ensure necessary credit is established for customer ordersTrack order activity and alert appropriate staff of any potential delivery problemsSuggest alternative products or services to meet customer needs when appropriateSupport the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issuesRecord, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contactObtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility

 

People and Culture 

Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values Partner with Quality Manager to resolve routine customer issues Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensure efficient production Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution

 

What you need to succeed:

Critical Skills / Capabilities:

Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using a logical, systematic, or sequential approach 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: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives

Technical Skills: 

Microsoft Office – Excel, Outlook, PowerPoint Order entry system experience (e.g. AS/400) 

Other Qualifications: 

To perform the duties of the job, this role requires: Frequently using fingers to type with two hands Occasionally reaching by extending fingers on one hand Occasionally reaching by extending two arms Occasionally using fingers to grasp with two hands Occasionally using fingers to pinch with two hands 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 

Work Environment: 

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: 3+ years of customer service-related work experience in manufacturing environment or other industries Preferred: 3 to 5 years of manufacturing industry experience Education: Required: High School diploma or G.E.D.

 

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law. The salary range for this position is $35,250.00 - $58,750.00, depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. 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.