Description & Requirements 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.

Opportunity summary: As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction. 

How you will impact Smurfit Westrock:

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficienciesReview invoicing and A/R communications to proactively identify and resolve discrepanciesBalance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needsReport out production status and forecast daily with production leadership and team to ensure customer needs are being metServe as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessaryParticipate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendationsContinuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needsProvide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectivesConduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service RepresentativesCoach and guide Customer Service Representatives to effectively support customers and resolve customer issuesLead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

What you need to succeed:

High School diploma or G.E.D. required; degree is preferredMust have 5+ years of customer service-related work experiencePrevious experience in manufacturing industry is preferredAbility to drive organizational change, requiring strong leadership, change management expertise, and the ability to motivate and guide teams through transitions, ensuring successful implementation and adoptionProven track record of building relationships, customer service, and negotiationsAbility to adapt communication and interpersonal style to engage and influence a variety internal and external partnersInspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentorDemonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions Ability to simplify and solve simple to complex issues with focus on root cause and quick solution developmentDemonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

 

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, tuition reimbursement, employee discounts, employee referral bonus, and much 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 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. The salary range for this position is $83,625.00 - $139,375.00, depending on your role, level, and location. The benefits for this role may include short-term bonus incentive, health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. Your actual pay will be based on your work location and other factors, such as your skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.