The Opportunity:
As a Senior Customer Service Representative (CSR), you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. You will receive and process routine customer orders, inquiries, and/or customer issues related to orders. The CSR is also responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.
How you will impact Smurfit Westrock:
- Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.
- Serves as primary contact between Sales, customer, and internal production operations.
- Assists customers at the request of or in the absence of sales.
- Develops project time lines and monitors to ensure on-time delivery.
- Initiates, tracks, organizes, prioritizes, and monitors multiple projects through development, production, and fulfillment.
- Uses creative problem solving to achieve sales and customer objectives.
- Provides prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.
- Effectively communicates customer expectations to Planning and Scheduling.
- Gathers input, evaluates and makes recommendations from a technical standpoint concerning cost, production schedule, etc. based on customer needs.
- Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re-estimation.
- Receives, evaluates, and distributes customer supplied materials and/or information to appropriate department(s).
- Interprets requests for developmental and other artwork and communicates needs to appropriate department(s).
- Prepares quotation requests for estimators and presents appropriate quotes for customers both internal and external as required.
- Reviews costing and invoicing to ensure agreement with signed quotes.
- Is always "on call" to answer production questions.
- Maintains accurate, written record of all events. Alerts both internal staff and customers if significant problems affect either scheduled delivery or final job cost (e.g., heavy, multiple customer alterations).
- Assists sales in technical communications to customers.
- Back up other areas of Customer Service as needed.
- Performs other job duties as assigned.
What you need:
- High school diploma or general education degree (G.E.D.). Associate degree (AA) or equivalent from two-year college or technical school preferred.
- Minimum 3-5 years’ experience in related field required.
- Demonstrates understanding of product/project specifications.
- Competent in various software applications and certifications, such as Microsoft Office (Word and Excel)
- Must be able to communicate effectively via telephone and email
- Must demonstrate effective interpersonal communication skills
- Must be well-organized and able to manage time efficiently.
- Must be able to function effectively in a fast-paced environment.
- Must be reliable and able to maintain good attendance.
- Must be accurate and thorough when capturing and communicating data.
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.
- Benefits package includes 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.
