As a Sr. Customer Service Assistant, you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. You will be the first point of contact with our customers and set the tone for our Smurfit Westrock experience. You will maintain the ongoing relationship with multiple customers and sales teams, utilizing a diverse knowledge of products, logistics, production planning, and inventory management. This role may be designated as a lead on broad and/ or more complex projects. You may be given assignments such as providing guidance and training to junior level employees. As a Smurfit Westrock employee, you will be empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer.
How you will impact Smurfit Westrock
* Represent Smurfit Westrock values and deliver excellent service through each interaction.
* Facilitates quotes and provides pricing.
* Creates new item specifications/projects.
* Manage accounts through processing incoming orders and/or inquiries, reviewing demand on machines, and managing orders to ensure the customer’s delivery requirements are met.
* Proactively track order activity, inventory levels and alert appropriate staff/customers of any potential issues
* Handle outside purchases for services and materials required for the manufacturing of customer projects.
* Produce customized reports and share data with customers.
* Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.
What you need to succeed:
* High School diploma or G.E.D. - Required; Associate/Bachelor degree, preferred.
* 5+ years of customer service or related work experience in a manufacturing environment or other industries.
* Broad knowledge of operational procedures and tools.
* Ability to mentor and coach team members and take the initiative to accept additional responsibilities.
* Demonstrates a customer-oriented mindset and ability to operate with customers’ best interests in mind.
* Strong communication, collaboration, and problem-solving skills to complete a task or achieve a common goal and ensure a great customer experience.
* Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise.
* Demonstrate organizational and time management skills to ensure achievement of desired results.
* Work in a fast-paced, team environment and partner with internal departments to achieve goals and satisfy customers.
* Ability to work under minimal supervision.
* Ability to navigate in multiple systems.
What we offer:
* Corporate culture is based on integrity, respect, accountability, and excellence.
* Comprehensive training with numerous learning and development opportunities
* An attractive salary reflecting skills, competencies, and potential.
* A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
* Generous benefits including 401 K Matching, Medical, Dental, Vision all starting day one. Stock Purchase Program, Tuition Reimbursement, and Wellness program.