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Ensure existing and new customers are excited about our products & services, with focus on flawless customer services deliveries and continuous improvements.

Primary Duties

\u2022 Personally tours operations and talks face to face with their staff about safety performance and concerns. Provides prompt, honest feedback on safety concerns raised by the workforce, and implements viable corrective actions. SKNA employees regardless of level, position or tenure are responsible for upholding the safety standards regulations and policies.

\u2022 Ensure that his/her Team has the knowledge and skills, encourage their development and flexibility, co-ordinate their work and provide guidance and support whenever necessary

\u2022 Carry out periodic reviews on what works and doesn't work within the function & process and define solutions

\u2022 Keep track on problems that affect the service, efficiency, and productivity of the CSRs are addressed by the supervisors

\u2022 Review, on a regular basis, the processes in the Customer Service function with other members of the Management Team to ensure that the function is delivering what is required and expected

\u2022 Oversees that cross training takes place among the team, to allow interchange of CSRs among customers

\u2022 Ensure contingency plans are in place for all Top Customers and are trialed & tested

\u2022 Strive for best in class Customer Service function within the Industry / Set the Industry Standard, adapting new ideas, concepts from other CSR functions in other industries

\u2022 Keep up to date on new development and foster learning & development among the team

\u2022 Ensure that the entire team work towards common goals and objectives

\u2022 Responsible for streamlining processes and procedures among different locations (Cost Take Outs, Staffing Needs & Headcounts); Drive planning, formulating and developing customer service policies and procedures to better serve customers and comply with Company standards

\u2022 Manage Customer Service Supervisors to implement defined strategies and uphold processes and procedures according to Company policies

\u2022 Ensure that Estimation/Quoting Manager incl. team adhere to margin management according to company policies

\u2022 Define KPIs for the Customer Service Supervisors (which are cascaded down to the individual team members) and ensure timely follow up and delivery with monthly reports to Regional Sales Director & General Manager

\u2022 Advise, in the first instance, the Regional Sales Director at the earliest opportunity of any concerns he/she may have regarding the Performance of the department and/or its processes

\u2022 Actively participate in targeting new prospects by supporting the sales function with all necessary data analysis, scenario planning, etc.

\u2022 Actively work with Sales Team to improve customer satisfaction with the services the Customer Service Team is delivering

\u2022 Identification of key customer stake holders and project team members

\u2022 Support the Regional Sales Director on monitoring Accounts Receivables in order to prevent financial risks to the company

\u2022 Support Regional Sales Director and his team on key customer bids

\u2022 Implement strategic plans to improve company's revenue and margins in conjunction with the Regional Sales Director

\u2022 Promotes, maintains, and inspires a positive work environment of trust, respect, and support for all internal/external customers, and staff by adhering Company policies & standards

\u2022 Develops and reinforces a culture focused on enhancing the customer experience

\u2022 Maintain and/or foster effective customer communications in a resourceful and professional manner

\u2022 Assist Regional Sales Director in formulating its business strategies, plans and budgets and in monitoring its (subsequent) performance so as to ensure that the plant goals are achieved

\u2022 May be assigned to other projects and duties

Job Qualifications

\u2022 Proficient in English

\u2022 Bilingual in Spanish (preferable)

\u2022 Bachelor's degree (mathematics, business, finance)

\u2022 5 + years' experience in customer service management

\u2022 Strong financial knowledge and expertise

\u2022 Excellent interpersonal & communication skills (verbal and written), dealing with individuals at all levels; comfortable to represent the company in the best possible light, using various means of communication (presentations, customer briefs etc.)

\u2022 High energy, with the ability to work in fast-paced environment

\u2022 Proven leadership skills and ability to motivate & develop both senior and junior level staff

\u2022 Proficient in Microsoft Office (advanced excel), Microsoft Dynamics AX (preferred)

\u2022 Self-motivated and committed individual, strong work ethic

\u2022 Excellent analytical skills, methodical approach and commercial acumen

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.

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.