Senior Customer Service Specialist

About the role

As a Customer Service Representative (CSR), you will represent Smurfit Westrock to the customer and act as a critical liaison between the customer, sales, and operations teams. You will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also maintain ongoing relationships with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

Responsibilities

• Represent company values and deliver excellent service through each interaction
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Run customized reports and share data with customers
• Provide pricing, inventory availability, and production schedule information to customers
• Track order activity and alert appropriate staff of any potential delivery problems
• Partner with Quality Manager to resolve routine customer issues
• Suggest alternative products or services to meet customer needs when appropriate
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Track warehouse inventories and update customers on order status
• Quickly and effectively resolve customer or production issues while maintaining clear communication with customers on status and resolution

Requirements

• High School diploma or G.E.D.
• 3+ years of customer service-related work experience
• Previous experience in the manufacturing industry is preferred
• Customer-oriented mindset with the ability to operate with customers’ best interests in mind
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
• Ability to simplify and solve simple to complex issues with a focus on root cause and quick solution development
• Demonstrated collaboration and teaming skills across functions to resolve issues and achieve organizational goals

Candidates are required to undergo a drug screening after receiving a conditional job offer but before starting employment.