Sr. Coord, Customer Service

Description & Requirements

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

The Opportunity

Courteously receive all calls coming into the Customer Service phone lines. Accurately enter orders from both customers and the sales force. Solicit add-on sales. Assist customers with inquiries, samples and catalog requests. Maintain complete customer history information.

Key Responsibilities

• Answers all phone calls quickly and efficiently and achieve target productivity goals for customer phone contacts.
• Supports sales force with information sharing and customer support.
• Directly enters order, solicits add-on sales, verifies order with every customer contact.
• Enters and/or receives a form of payment with every order initiated.
• Processes/enters all assigned orders received through various means and achieves target productivity goals for orders entered.
• Utilizes credit card program to authorize payment on appropriate orders.
• Responsible for continually developing product knowledge including specials and pricing.
• Prints and assembles orders immediately after entry within given guidelines.
• Provides basic tech support for customers using web.
• Communicates in a timely manner to other areas with regards to questions on orders.
• Meets target monthly and yearly metric guidelines for production and accuracy.
• Follows all required guidelines and procedural expectations throughout the supply chain as established.
• Distributes orders in a timely manner within established guidelines.
• Backs up other areas of Customer Service as needed.
• Performs other job duties as assigned.
  
  

What You Need To Succeed

• High school diploma or general education degree (G.E.D.).
• Minimum three years related experience.
• Must be 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.
• Must be willing to work overtime as needed.
• Must be able to perform essential functions of job with or without reasonable accommodations.
  
  

What We Offer

• A workplace culture built on integrity, respect, accountability, and excellence.
• Comprehensive training and opportunities for continued learning and skill development.
• Competitive compensation based on experience, skills, and performance.
• A career with a global packaging leader where Safety, Sustainability, and Inclusion are foundational to daily operations and long‑term success.
  
  

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.