Sr. Coord, Customer Service

Smurfit Westrock • Dallas, TX • 2h ago

Company Profile:

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.

Area of Focus:

As a Senior Customer Service Representative (CSR), you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. You will receive and process new and routine customer orders, inquiries, and customer issues related to orders. The CSR is also responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

How you will impact Smurfit Westrock:

Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.

Serves as primary contact between Sales, customer, and internal production operations.

Assists customers at the request of or in the absence of sales.

Develops project timelines and monitors to ensure on-time delivery.

Initiates, tracks, organizes, prioritizes, and monitors multiple projects through development, production, and fulfillment.

Uses creative problem solving to achieve sales and customer objectives.

Provides prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.

Effectively communicates customer expectations to Planning and Scheduling.

Gathers input, evaluates and makes recommendations from a technical standpoint concerning cost, production schedule, etc. based on customer needs.

Compares Incoming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re-estimation.

Receives, evaluates, and distributes customer supplied materials, documents and information to appropriate department(s).

Interprets requests for developmental and other artwork and communicates needs to appropriate department(s).

Prepares quotation requests based on estimators and presents appropriate quotes for customers both internal and external as required.

Reviews costing and invoicing to ensure agreement with signed quotes.

Maintains accurate, written record of all order-related events. Alerts both internal staff and customer if significant issues affect either scheduled delivery or final job cost (e.g., heavy, multiple customer alterations).

Assists sales in technical communications to customers.

Back up other areas of Customer Service as needed.

Performs other job duties as assigned, aligned with deadlines.

Bi-lingual Spanish is a plus.

What you need to succeed:

High school diploma or general education degree (G.E.D.). Associate degree (AA) or equivalent from two-year college or technical school preferred.

Minimum 3-5 years\u2019 experience in related field required, Print or Transaction card experience preferred.

Demonstrates understanding of product/project specifications.

Competent in various software applications and certifications, such as Microsoft Office Suite (Word and Excel)

Effective written and spoken communication required.

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 accurate, thorough and effective when capturing and communicating data and information.

Must be reliable and able to maintain good attendance.

Safe Work Requirements:

PPE: Safety Glasses, Ear Plugs or Earmuffs, Safety Shoes, Gloves when required, Hard Hats, and any other PPE Required based on the job or task.

Compliance with Smurfit Westrock\u2019s employment policies, handbook, and workplace safety policies, rules, and procedures.

Submission of Safety Concerns and Safety Work Order / Incident Reporting and Learning / Basic understanding of the Safety Excellence System.

Follow the site management (General Manager, Plant Manager, Department Manager, Shift Supervisor) assignments for completing tasks and managing programs as part of the Safety Excellence System.

Must follow Training Matrix assigned in the Learning and Development System. Training could be assigned Annually, Quarterly, or at the time of a new process / procedure.

Must have a clear understanding of the STOP Work Process - Employees have the right to STOP the work at any time to gain a better understanding of the process or to ensure safety standards are met.

What we offer:

Corporate culture based on integrity, respect, accountability and excellence

An attractive salary reflecting skills, competencies and potential

Comprehensive training with numerous learning and development opportunities

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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