Director, Customer Service

WestRock Company • Winston-Salem, NC • 10h ago

The Opportunity

The Director, Customer Service - Display & Packaging is responsible for the overall service and support strategy for Merchandising Displays & Packaging Solutions as it relates to the Quote to Cash process. This includes overseeing quoting and order management, customer service and job scheduling, material procurement and planning, inventory management and disposition, ensuring minimization of impacts to working capital while maximizing Customer OTIF (On-Time, In-Full).

How you will impact Smurfit Westrock:

Participate in strategic planning incorporating divisional and organizational goals. Translate plan into executable actions and drive implementation across the Customer Service teams. Garner support where necessary from cross-functional partners necessary to implement the strategies.

Responsible for the performance of Project Management Team; schedule, track and manage work activities ensuring that job requirements are achieved timely and accurately.

Oversee customer service and order process development and optimization, training, auditing and improvement. Establish and track monthly, quarterly and yearly goals.

Act as the top escalation point for customer issues, prioritizing the customers\u2019 needs while balancing operational considerations.

Direct flow of new and existing business through effective routing incorporating network thinking.

Guide others and participate in launches, special projects, project management, and other projects as required.

Drive change management within the group while collaborating and partnering with cross-functional departments. Ensure timely and accurate communication, cooperation and process is maintained between departments and drive improvement where necessary.

Spearhead creation and execution of the continuous improvement pipeline. Determine needs for broad-based Continuous Improvement projects:

Identify / understand the need

Identify Subject Matter Experts

Drive solutions through SMART framework (Specific; Measurable; Achievable, Realistic; Time-Bound)

Train and implement CI initiatives

Responsible for continuous education in the areas of new technology, new processes and personal growth.

Reduce cost and risk by developing strategies to streamline workflows enabling business growth while minimizing addition of resources.

Responsible for employee development; coach, mentor, train, and conduct performance reviews. Drive execution of these actions through direct reports ensuring all levels receive development.

Responsible for HR functions related to the project management department; participate in hiring, employee evaluations, promotion and disciplinary processes.

Manage teams with focus on policy and strategy implementation. Manage teams in multiple locations.

Support new technology (software, hardware and new systems.) Be an active participant in the process and assume ultimate training responsibility for team.

Take on projects with little to no guidance. Ability to discern the request and to anticipate the desired feedback that was unspoken / unknown.

Foster strong relationships with both internal and external customers

Travel to customer locations and Smurfit Westrock facilities as needed

Other duties as assigned

What you need to succeed:

Bachelor\u2019s Degree required and/or equivalent experience

7+ years' experience in industry or management experience

Project management, problem solving, and analytical skills required

Excellent organizational & time management skills

Excellent written and oral communication skills required

Ability to multitask and complete & delegate tasks efficiently and accurately

Attention to detail and ability to prioritize is essential

Must be proactive, a self-starter/takes initiative

Ability to resolve conflicts, provide feedback, and lead teams effectively

Provide guidance in workload balance of team is essential

Ability to work with cost systems and estimating reports

Ability to travel (travel 20% to

Experience and knowledge of Windows applications, Microsoft Office Suite, CoPilot, etc.

Experience in printing or packaging preferred

Supply Chain certifications a plus (ex. APICS)

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.

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 safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

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.

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