Customer Accounts Manager

Description & Requirements 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. The Opportunity As a Customer Accounts Manager, you will lead the strategy, execution, and continuous improvement of corporate account item and price management processes while overseeing a team of Customer Account Representatives. In this role, you will serve as a key business partner to commercial leaders, pricing, finance, accounts receivable, customer service, and executive leadership to ensure exceptional customer experiences, operational excellence, and business performance. You will play a critical role in driving customer satisfaction, improving process efficiency, supporting strategic initiatives, and ensuring the accuracy and integrity of customer pricing and product data across the organization. How You Will Impact Smurfit Westrock Lead and develop a team of Customer Account Representatives, ensuring balanced workloads, high-quality execution, and consistent delivery of customer commitments.Partner with commercial account leaders, pricing, finance, accounts receivable, customer service, and customers to deliver outstanding customer experiences while supporting business objectives.Ensure the accuracy, integrity, and maintenance of customer master price lists, new and obsolete item records, and price changes, including validation and maintenance of pricing models.Serve as the primary escalation point for complex customer issues, coordinating with internal stakeholders to drive timely resolution and proactive customer communication.Analyze invoicing, accounts receivable activity, and customer communications to identify, investigate, and resolve discrepancies that may impact customer satisfaction, profitability, or operational performance.Lead cross-functional initiatives focused on process improvement, operational efficiency, service excellence, and customer experience enhancement.Provide pricing and customer account management expertise to strategic business initiatives, supporting margin improvement, operational excellence, and long-term growth objectives.Leverage advanced Excel, reporting, and business intelligence tools to support data analysis, process optimization, and informed decision-making.Coach, mentor, and develop team members through ongoing feedback, performance management, training, and career development planning to build organizational capability and engagement.Foster a culture of accountability, continuous improvement, collaboration, and customer focus across the team. What You Need To Succeed Bachelor's degree preferred; equivalent combination of education and relevant experience considered.Minimum of 5 years of customer service, customer account management, pricing, or related experience, preferably within a manufacturing environment.Proven ability to build strong customer relationships, deliver exceptional service, and negotiate effective solutions that balance customer needs and business objectives.Strong leadership and people management skills with the ability to coach, develop, and motivate high-performing teams.Excellent communication, interpersonal, and stakeholder management skills, with a demonstrated ability to influence and collaborate across all levels of the organization.Advanced proficiency in Microsoft Excel, along with experience using business intelligence and data visualization tools such as Qlik, Power BI, or similar platforms.Strong analytical and problem-solving skills with the ability to identify trends, resolve complex issues, and drive process improvements.Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high degree of accuracy and attention to detail.Customer-focused mindset with a commitment to delivering outstanding service while supporting organizational goals.Proven track record of cross-functional collaboration and continuous improvement. Preferred Qualifications Experience supporting commercial, pricing, customer service, or revenue management functions within a manufacturing or packaging environment.Knowledge of ERP systems, customer master data management, pricing administration, and accounts receivable processes.Experience leading process improvement initiatives and driving operational efficiencies through data-driven decision-making. What Smurfit Westrock Offers 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. Benefits package includes medical, dental, vision, life insurance, 401k with match and more! A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work. Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment. 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.