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Career Opportunity:

The Senior Customer Service Specialist is responsible for successfully managing customer accounts and the day-to-day operations of the order fulfillment process for Smurfit Westrock\u2019s Packaging accounts. Responsibilities include order management, inventory order management for ongoing business, quoting new business, and serving as the main point of contact for customer inquiries on status of accounts, orders, and shipments. Providing this service requires total knowledge and understanding of sales policies, business plan goals and customer requirements. You will receive and process orders, coordinate and track shipments and communicate status to customers in alignment with service level agreements for a select group of strategic customers. This position will report to the Customer Service Manager.

How you will impact Smurfit Westrock:

* Provide single point of contact for Customers and Sales Staff for specific customer and/or project information. Prepare, enter, and monitor progress of customer orders.

* Assist customers with inquiries. Maintain complete customer history information. Provide complete and immediate communication of order schedules and possible delays to customers and sales staff.

* Assist sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities

* Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customer expectations

* Ensure total customer satisfaction and on-time delivery by coordinating and processing daily delivery schedules with scheduling and the shipping department and communicating same with sales, management, and the customer

* Address customer complaints and questions seeking aid from sales and management as necessary

* Maintain proper checks and balances for optimum cost benefits relative to margin and customer pricing; ensure accurate product pricing for invoicing

* Negotiate win-win solutions for customers\u2019 order fulfillment, if necessary, to accommodate for production and shipment delays

* Proactively address and negotiate shipment shortages and/or delays to minimize customer impact and potential financial exposure. Recommend and process escalations as needed on behalf of the customer.

* Develop and manage timelines in support of new customer and product introductions ensuring all functional groups including the customer, graphics, design, machinery and planning teams meet expected deliverables in a timely manner. Ensure clear communication to the customer and organization on plan variations that may impact service.

* Ensure our customers get the quality, consistency, and responsiveness they deserve

What you need to succeed:

* 2-5 years\u2019 experience in Customer Service or Account Management within a manufacturing environment; printing or packaging industry experience is preferred, but not required

* High School diploma or GED are required; college degree or technical school is preferred

* Intermediate skills with Microsoft Excel and Microsoft office applications required; and the ability to learn multiple system interfaces

* Ability to work independently and as part of a team in a fast-paced environment

* Strong communication and interpersonal skills; highly collaborative style and comfort working with all levels

* Excellent communication skills, excellent problem-solving skills, able to react within a rapidly changing environment

* Detail-oriented and able to analyze various sources of information that are relevant to the business

* Must have the ability to perform several tasks concurrently with ease and professionalism

* Willingness to learn and participate in our Performance Excellence program

* Possess a safety-minded focus, participate in regular Safety training

What We Offer:

* Corporate culture based on integrity, respect, accountability and excellence

* Comprehensive training with numerous learning and development opportunities

* An attractive salary reflecting skills, competencies and potential

* A generous benefits package starting on your first day of employment, including medical, dental, vision, disability, life insurance, 401k match, paid time off

* A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

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 safety, loyalty, integrity, and respect, 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.