Sr. Coord, Customer Service

What We Offer

• Medical, Dental and Vision benefits available immediately
• 401K with company match
• 120 hours of Paid Time Off and 12 Paid Holidays
• Other benefits such as company paid Long-Term & Short-Term Disability, Tuition Assistance and more
• 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.

The Opportunity

• Execute job duties in a safe and efficient manner
• Compliance with Safety policies and Safety expectations
• Report any issue or event that poses a risk to employee safety, the environment and facilities, or food packaging safety and quality
• Create and maintain a strong safety culture
• Compliance of all employees and processes with all food safety and quality regulations (SQF, HACCP) as well as ISO regulations
• Represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams
• Receive and process routine customer orders, inquiries, and/or customer issues related to orders
• Maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management
• Represent WestRock 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 to 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 by maintaining clear communication with customers on status and resolution
• Keep area in specs within all 5S requirements
• Work in a fast-paced environment
• Complete tasks in a timely manner
• Follow all applicable policies, procedures, and instructions
• Participate in continuous improvement activities, corrective actions, plant/corporate safety events, and training

What You Need to Succeed

• A high school diploma or equivalent required
• Must have 3+ years of customer service-related work experience
• Previous experience in the manufacturing industry is preferred
• Demonstrate a customer-oriented mindset and 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 focus on root cause and quick solution development
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
• Proficient in Microsoft Office Programs (Word, Excel, PowerPoint, Outlook)