What are the responsibilities and job description for the Customer Service Manager position at Smurfit Westrock?
Career Opportunity:
As a Customer Service Manager (CSM), you will function as a critical liaison between the customer, sales, and production operations teams. As a Customer Service Manager (CSM), you will simultaneously provide support to the leadership team by coaching and guiding Customer Account Specialists, executing strategic initiatives for the plant and company, and partnering with internal customers and partners to achieve the highest level of customer satisfaction. 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:
- Manage customeraccounts,asnecessary.
- Manage, coach, guide, and oversee the tactical execution of tasks by the Customer Account Specialistteam.
- Daily review of production backlog to understand planning, machine status, and shipping data to proactively communicate status to customers, salesteams, and plantleadership.
- Review customer specifications andnew itemsin the order processing system to ensure all elements arecapturedand supporting documentation is included for efficient processing andproduction.
- Serve as an escalated point of contact for customer issues by supporting Customer Account Specialist with issue remediation and escalate to leadership asneeded.
- Continuously gather feedback, communicate with Customer Account Specialists, manufacturing partners, and sales to align with the currentstateand ensure operational efficiencies are achieved to meet customerneeds.
- Partner with production, shipping, maintenance, quality, and planning teams to review production performance toidentifyopportunities tooptimizefunctionalefficiencies.
- Onboard and train Customer Account Specialists on specific topics or best practices to enhance their understanding andperformance.
- Works with the Customer Account Specialists to proactively track order activity and inventory levels and alertappropriate staff/customersofany potentialissues.
- Participate in projects supporting plant or companywide strategic initiatives (e.g., margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer serviceexpertiseand insight to inform decisions and recommendations. Communicate projects toCustomerServiceteam.
- Complete performance assessments of Customer Account Specialists based on their performance related to keyobjectives, initiatives, andgoals.
What you need to succeed:
- High School diploma or G.E.D.Required;Associate/Bachelor’sdegree, preferred.
- Must have3 years of customerserviceleadershipexperience.
- 5 years ofcustomer serviceexperience inthemanufacturing industryand/or corrugated industryispreferred.
- Provenrecord of accomplishmentofbuilding relationships, customer service, and negotiations
- Ability toadaptcommunication and interpersonal style to engage and influence a varietyofinternal and externalpartners.
- Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model,trainer,andmentor.
- Demonstrate a customer-oriented mindset and ability tooperatewith customers’ best interestsinmind.
- Strong communication, collaboration, and problem-solving skills to complete a task or achieve a common goal and ensurea greatcustomer experience whiledemonstratingempathy.
- Demonstrates an interest,willingness,and drive to learn new things;seeksto understand concepts, processes, and ideas withinareaof functionalexpertise.
- Ability to plan,monitor, and prioritizetasks to ensure achievement of desired results;establisha systematic course of action toaccomplishobjectivesthrough multi-tasking and ability to forward-think.
- Demonstrate organizational and time management skills to ensure achievement of desiredresults.
- Work in a fast-paced, team environment and partner with internal departments to achieve goals and satisfycustomers.
What we offer:
- Corporate culture based on integrity, respect, accountability, andexcellence.
- Comprehensive training withnumerouslearning and development opportunities
- An attractive salary reflecting skills, competencies, andpotential.
- A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the dailywork.
- Generous benefits including 401 K Matching, Medical, Dental, Vision all starting day one. Stock Purchase Program, Tuition Reimbursement, and Wellnessprogram.