Coord, Customer Service

About the role

The Customer Service Coordinator represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. This role is the first point of contact with customers and sets the tone for their WestRock experience. The coordinator maintains ongoing relationships with multiple customers and sales teams across one or multiple plants, utilizing knowledge of products, production planning, logistics, and inventory management. Work is performed under limited supervision on routine tasks.

Responsibilities

• Facilitate quotes and provide pricing.
• Create and validate new item specifications and projects.
• Manage complex accounts and items by processing incoming orders and inquiries, scheduling demand on machines, and ensuring customer delivery requirements are met.
• Proactively track order activity and inventory levels, alerting appropriate staff or customers of potential issues.
• Handle outside purchases for services and materials required for manufacturing customer projects.
• Produce reports and share data with customers.
• Generate and support the resolution of customer issues, collaborating with the Quality Manager to research and troubleshoot quality concerns.
• Collaborate with business owners to ensure a positive customer experience.
• Provide guidance and training to junior-level employees.
• Serve as a connection between customers, sales teams, credit analysts, and collections to ensure responsiveness and satisfaction.
• Act as a Pre-Pricing Specialist to build customer specifications and projects, reviewing them with the production team for efficiency.
• Work with planning, production, and shipping teams to review schedules and backlogs for on-time delivery.
• Partner with the Quality Manager to resolve routine customer quality issues.
• Align with plant leadership on company goals and initiatives.

Skills

• Attention to Detail: Follow established processes to ensure accuracy.
• Customer-Oriented: Operate with customers' best interests in mind; communicate efficiently to ensure alignment and satisfaction.
• Communication: Proactive, prompt, and respectful correspondence; strong listening and problem-solving skills.
• Collaboration: Work effectively with others to achieve common objectives; foster trust and respect in team relationships.
• Problem-Solving: Identify and analyze problems; generate and evaluate solutions; recommend alternatives when appropriate.
• Growth and Results Oriented: Drive to learn new concepts and processes; set meaningful productivity goals.
• Organizational Skills: Plan, monitor, and prioritize tasks; multitask and forward-think to achieve objectives.
• Time Management: Structure time to meet customer demands; balance tasks and responsibilities to complete work on time.

Technical Skills

• Microsoft Office: Outlook, Teams, Excel, Word, PowerPoint
• System Experience: AS/400, Kiwiplan ESP/PCS/ULT/TSS, HRMS, Amtech, Sage, JD Edwards, Salesforce, EDI, Customer Portals

Qualifications

• Broad knowledge of operational procedures and tools.
• Required: Customer service or related work experience in a manufacturing environment or other industries.
• Preferred: 3-5 years of manufacturing industry experience.
• Education Required: High School diploma or G.E.D.
• Preferred: Associate’s or bachelor’s degree.

Candidates must undergo a drug screening after receiving a conditional job offer but before starting employment.

Physical Requirements

• Frequently use fingers to type, grasp, or pinch with one or two hands.
• Frequently reach by extending fingers or arms.
• Occasionally exert force by pulling, pushing, or lifting up to 10 lbs.
• Spoken communication performed loudly 50-75% of the time and quickly 50-75% of the time.
• Ability to prepare and analyze data, monitor computer terminals, and inspect small defects or parts.
• Ability to quickly interpret and process large quantities of verbal and written information.