Customer Solution Strategist

About the Role

Smurfit Westrock is a leader in sustainable packaging, dedicated to creating efficient and scalable paper and packaging solutions. Guided by the values of safety, loyalty, integrity, and respect, the company delivers value for shareholders, customers, employees, and communities.

The Customer Service Specialist will receive phone and email inquiries from existing and potential customers, accurately maintain customer accounts, inquiries, and orders, and process requests for product inquiries or samples. The role provides immediate communication of order schedules, possible delays, and solicits add‑on sales based on customer needs. The specialist also prepares, enters, and monitors the progress of customer orders for strategic accounts and works onsite as a Customer Solution Strategist.

Responsibilities

• Receive and respond to phone and email inquiries from existing and potential customers.
• Maintain accurate customer accounts, inquiries, and orders.
• Process requests for product inquiries or samples.
• Communicate order schedules and possible delays promptly to customers and sales staff.
• Solicit add‑on sales based on customer needs.
• Prepare, enter, and monitor progress of customer orders for strategic accounts.
• Lead the RFQ process: specify material, collect customer information, maintain a quote log, and coordinate communication between purchasing and sales until point of sale.
• Serve as primary contact for strategic customers and sales staff for specific customers or project information.
• Provide prompt communication with customers, sales, and internal functions regarding challenges to meet order expectations.
• Gather input, evaluate, and make technical recommendations concerning cost, production schedule, order entry, etc., based on customer needs.
• Use creative problem‑solving to achieve sales and customer objectives.
• Identify cost‑saving opportunities for accounts to improve profitability.
• Initiate, track, organize, prioritize, and monitor multiple projects through development, production, and fulfillment; provide timelines to ensure on‑time delivery.
• Compare incoming work specifications with those used for estimates and recognize changes requiring re‑estimation.
• Prepare quotation requests for estimators and present appropriate quotes for internal and external customers.
• Review costing and invoicing to ensure agreement with signed quotes.

Requirements

• Associate degree (AA) or equivalent from a two‑year college or technical school (preferred).
• Minimum of 3 years of experience in a related field (required).
• Knowledge of packaging products or distribution (preferred).
• Experience with project management and meeting specific deadlines in a dynamic environment.
• Proven analytical skills with the ability to identify problems and select appropriate resolutions.
• Confident interpersonal, verbal, and written communication skills across various organizational levels.
• Fluency in English (verbal and written); bilingual skills preferred.
• Proficient data‑entry skills and above‑average knowledge of MS Office products; AS400 experience a plus.
• Availability to work on the last day of each month to process month‑end closing.
• Occasional travel.
• Heavy RFQ processing.
• Call‑center environment experience; must be able to wear AirPods or a headset.
• Sales support experience is a huge plus.

Pay

$22 – $29 per hour

Schedule

Monday – Friday, 8 am – 5 pm (occasional overtime including weekends)

Location

Fort Worth, TX 76155

Benefits

• Corporate culture based on integrity, respect, accountability, and excellence.
• Comprehensive training with numerous learning and development opportunities.
• Attractive salary reflecting skills, competencies, and potential.
• Career with a global packaging company where sustainability, safety, and inclusion are core business drivers.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Paid vacation time and holidays.
• Life insurance and AD&D coverage.
• Short‑ and long‑term disability insurance.
• Tuition reimbursement.