Customer Service Representative

WestRock Company • Glendale, AZ • 1d ago

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 be the first point of contact with our customer and set the tone for our Smurfit WestRock experience. You will maintain ongoing relationships with multiple customers and sales teams, utilizing a diverse knowledge of products, logistics, production planning, and inventory management. This role may be designated as a lead on broad and/ or more complex projects. You may be given assignments such as providing guidance and training to junior level employees. 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.

This position is located onsite at the Glendale, AZ corrugated container facility.

How you will impact Smurfit Westrock:

Represent Smurfit Westrock values and deliver excellent service through each interaction.

Records and processes orders and/or inquiries received by mail, telephone, and/or through customer personal contact.

Provides pricing, availability, and schedule information within established guidelines.

Suggests alternative products or services to meet customer needs.

Obtains resolution of routine customer complaints and issues.

Serves as communication link between customers and sales staff to assure responsiveness.

Tracks order activity and alerts appropriate staff of any potential delivery problems.

Tracks warehouse inventories and replenishments.

Obtain pricing for any services and materials required for the manufacturing of customer's item that must be manufactured at a different facility.

Facilitates quotes and provides pricing.

Creates new item specifications/projects.

Manage accounts through processing incoming orders and/or inquiries, reviewing demand on machines, and managing orders to ensure customer's delivery requirements are met.

Proactively track order activity, inventory levels and alert appropriate staff/customers of any potential issues

Handle outside purchases for services and materials required for the manufacturing of customer projects.

Produces customized reports and share data with customers.

Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.

What you need to succeed:

High School diploma or G.E.D. - Required,

Associate/Bachelor\u2019s degree, preferred.

3-5+ years of customer service or related work experience in manufacturing environment or other industries.

Working knowledge of Microsoft Office Suite - Word, Outlook, Excel, and SAP Software

Broad knowledge of operational procedures and tools.

Ability to mentor and coach team members and take the initiative to accept additional responsibilities.

Demonstrates a customer-oriented mindset and ability to operate with customers\u2019 best interests in mind.

Strong communication, collaboration, and problem-solving skills to complete a task or achieve a common goal and ensure great customer experience.

Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise.

Demonstrate organizational and time management skills to ensure achievement of desired results.

Work in a fast-paced, team environment and partner with internal departments to achieve goals and satisfy customers.

Ability to work under minimal supervision.

Ability to navigate in multiple systems.

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.

Generous benefits including 401 K Matching, Medical, Dental, Vision all starting day one. Stock Purchase Program, Tuition Reimbursement, and Wellness program.

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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