Sr. Coord, Customer Service

About the Role

This Customer Service position requires knowledge of the company’s products, processes, and delivery capabilities. Under general supervision, you will process orders, shipping releases, and handle customer requests while serving as a liaison between the customer and the folding carton manufacturing facility.

Responsibilities

• Work proactively to complete all tasks timely, accurately, and completely.
• Serve as the initial point of contact for the sales team, customers, and manufacturing.
• Develop strong client relationships that provide significant input to production planning and service strategies.
• Organize pre-production meetings for new customers, products, and graphics.
• Coordinate processing of new graphics with WestRock’s pre-press department or customer-specified outside facility.
• Manage customer graphics.
• Assist in ordering materials by providing forecast information (timing and quantity).
• Manage VMI (Vendor Managed Inventory) processes, including creation and update of customer contracts.
• Receive and enter customer orders, shipping releases, and complaints.
• Assist in production planning and/or order prioritization by providing customer requirements.
• Respond to customer inquiries regarding product availability and provide inventory information.
• Manage and maintain inventory, adhering to FIFO (first in, first out) to prevent aging over 90 days.
• Assist in recovery of aged receivables.
• Promote teamwork at all levels within the company.
• Be willing to work flexible hours when necessary.

Requirements

• Bachelor’s degree preferred.
• Customer service experience or account management preferred.
• Knowledge of the carton folding industry and products is a plus.
• Occasional travel required.
• Professional customer satisfaction skills to maintain positive external and internal relationships.
• Excellent oral and written communication skills.
• Effective listening skills.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Excellent organizational skills, including follow-up, accountability, and spreadsheet management.
• Ability to adapt to fluctuations in business cycles and workload.
• Strong problem-solving skills.
• Comfortable working independently and within a team environment.
• Ability to work through conflict situations.
• Ability to manage and prioritize daily deadlines and multiple customer and manufacturing requests.

Benefits

• 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 daily work.

Pay

An attractive salary reflecting skills, competencies, and potential.

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