Coord, Customer Service

About the role

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.

Responsibilities

• 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.
• Provide complete and immediate communication of order schedules and possible delays to customers and sales staff.
• Prepare, enter, and monitor progress of customer orders for strategic accounts.
• Provide single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.
• Serve as primary contact between Sales, customer and internal production operations.
• Assist customers at the request of or in the absence of sales.
• Develop project time lines and monitor to ensure on-time delivery.
• Initiate, track, organize, prioritize and monitor multiple projects through development, production and fulfillment.
• Use creative problem solving to achieve sales and customer objectives.
• Provide prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.
• Effectively communicate customer expectations to Planning and Scheduling.
• Gather input, evaluate and make recommendations from technical standpoint concerning cost, production schedule, etc. based on customer needs.
• Compare in-coming work specifications with specifications used for estimate.
• Recognize changes in job specifications requiring re-estimation.
• Receive, evaluate and distribute customer supplied materials and/or information to appropriate department(s).
• Interpret requests for developmental and other artwork and communicate needs to appropriate department(s).
• Prepare quotation requests for estimators and present appropriate quotes for customers both internal and external as required.
• Review costing and invoicing to ensure agreement with signed quotes.
• Maintain accurate, written record of all events.
• Alert both internal staff and customer if significant problems affect either