Customer Service Representative

The Opportunity:

The customer service support for Smurfit Westrock parts and service department by obtaining, analyzing, and verifying the accuracy of customer requests for parts and/or service in a timely manner. Initiates and implements corrective action as needed to ensure customer satisfaction is maintained while meeting customersu2019 needs and expectations.

How you will Impact Smurfit Westrock:

Provide accurate and timely responses to Smurfit Westrock customers both internally and externally

Monitor customer service mailbox for inquiries and pulls customer requests for processing as required to meet customers need.

Acknowledge and confirm customer requests for quote or service.

Updates customer request for quotes as needed to fulfill customer orders

Process and route customer purchase orders as required to complete order

Keep ERP systems updated with accurate pricing and delivery as they are obtained for quote requests

Keep customers informed on delivery schedule for pending existing orders via phone or email updates

Monitor backorder report to ensure orders are processed in timely manner

Processes RMAu2019s – ensuring that they are less than 30 days old prior to approval

Work on special projects as assigned by authorized personnel.

Pull part drawings and deliver to Engineering and/or Production to accurately generate customer quote requests

Follow up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and/or possible modifications

Run back-order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary

Works with shipping department to ensure pending orders are shipped in a timely manner

Works internally with any and all departments as needed to satisfy customer orders

Assists in customer service department as required to meet customer requests

Works with internal departments to ensure customer service satisfaction

Acts as back-up for answering main phone line in absence of receptionist

What you will need to succeed:

High School diploma or G.E.D – Required

3 years of excellent customer service experience – Required

Previous experience in the manufacturing industry is preferred.

Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions.

Ability to create accurate and concise reports

Must have good organizational skills and prioritize effectively.

Maintain relationship with customers and Smurfit Westrock plant personnel

Working knowledge of Microsoft Office – Excel, Outlook, PowerPoint, and database software.

Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures.

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.

Benefits package to include medical, dental, vision, life insurance, 401k with match and more!

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 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.