The Opportunity:
The Customer Service Representative 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, and maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.
This position is located onsite at the Richmond, VA manufacturing facility.
How you will impact Smurfit Westrock:
Represent Smurfit Westrock values and deliver excellent service through each interaction
Record, organize, and process orders and/or inquiries received by telephone, e-mail, and/or through personal customer contact.
Run customized reports and share data with customers
Provide pricing, inventory availability and production schedule information to customers
Track order activity and alert appropriate staff of any potential delivery problems
Partner with Quality Manager to resolve routine customer issues
Suggest alternative products or services to meet customer needs when appropriate
Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
Track warehouse inventories and update customers on order status
Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution.
Demonstrate a customer-oriented mindset and ability to operate with customersu2019 best interests in mind.
Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
What you need to succeed:
High School diploma or G.E.D - Required
Must have 3+ years of customer service-related work experience
Previous experience in manufacturing industry is preferred.
Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
Preferred experience in managing large customer accounts for processes related to account retention, service, and problem solving
Working knowledge of Microsoft Office - Excel, Outlook, PowerPoint, and database software.
Order entry system experience (e.g. AS/400)
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.
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