Customer Solutions Strategist

About the role

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging, dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by values of safety, loyalty, integrity and respect, the company is committed to delivering meaningful value for shareholders, customers, employees and the communities where it operates.

The Customer Service Specialist is responsible for receiving phone and email inquiries from existing and potential customers, accurately maintaining customer accounts, inquiries and orders, and processing requests for product inquiries or samples. The role provides complete and immediate communication of order schedules and possible delays to customers and sales staff, solicits add-on sales based on customer needs, and prepares, enters, and monitors progress of customer orders for strategic accounts. This position works onsite.

Responsibilities

• Lead the RFQ process: spec material, collect customer information, maintain quote log, and follow through with communication between purchasing and sales until point of sale
• Serve as primary contact for Strategic Customers and Sales Staff for specific customers and/or project information
• Provide prompt communication with the customer, sales, and internal functions regarding existing challenges to meet order expectations
• Gather input, evaluate, and make recommendations from a technical standpoint 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 relevant timelines to ensure on-time delivery
• Compare incoming work specifications with specifications used for estimate
• Recognize changes in job specifications requiring re-estimation
• 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

Requirements

• Associate degree (AA) or equivalent from 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 and understand problems and select appropriate resolutions
• Confident interpersonal, verbal, and written communication skills with various organizational levels
• Fluency in English required, verbal and written; bilingual skills preferred
• Proficient data entry skills and above average knowledge of MS Office products
• AS400 experience a plus
• Available to work on the last day of each month to process closing of month end
• Occasional travel required
• Heavy RFQ processing in a call center environment; must wear airpods or headset
• Sales Support experience a huge plus

Benefits

• Medical, Dental and Vision Benefits
• 401k with company match
• Paid vacation time & holidays
• Life Insurance & AD&D
• Short- & Long-term Disability Insurance
• Tuition Reimbursement

Corporate culture based on integrity, respect, accountability, and excellence. 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.

Pay

$26.07–$28.00 per hour

Schedule

Monday–Friday, 8:00 am–5:00 pm (occasional overtime)

Location

Dayton, NJ 08810 (onsite)