Sr. Spc, Customer Rel Mgmt

Description & Requirements Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate. GENERAL PURPOSE: 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. As CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management Essential Job Functions Represent WestRock values and deliver excellent service through each interactionRecord, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contactRun customized reports and share data with customersProvide pricing, inventory availability and production schedule information to customersTrack order activity and alert appropriate staff of any potential delivery problemsPartner with Quality Manager to resolve routine customer issuesSuggest alternative products or services to meet customer needs when appropriateServe as a connection between customers and sales staff to ensure responsiveness and customer satisfactionTrack warehouse inventories and update customers on order statusQuickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolutionPerforms other job duties as assigned. Qualifications High School diploma or G.E.D.Must have 3+ years of customer service-related work experiencePrevious experience in manufacturing industry is preferredDemonstrate 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 developmentDemonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals. Safe Work Requirements PPE: Safety Glasses, Ear Plugs or Earmuffs, Safety Shoes, Gloves when required, Hard Hats, and any other PPE Required based on the job or task. Compliance with Smurfit Westrock’s employment policies, handbook, and workplace safety policies, rules, and procedures. Submission of Safety Concerns and Safety Work Order / Incident Reporting and Learning / Basic understanding of the Safety Excellence SystemFollow the site management (General Manager, Plant Manager, Department Manager, Shift Supervisor) assignments for completing tasks and managing programs as part of the Safety Excellence System.Must follow Training Matix assigned in the Learning and Development System. Training could be assigned Annually, Quarterly or at the time of a new process / procedure.Must have a clear understanding of the STOP Work Process – Employees have the right to STOP the work at any time to gain a better understanding of the process or to ensure safety standards are met. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. The salary range for this position is $77,250.00 - $128,750.00, depending on your role, level, and location. The range listed is also the expected pay for roles in Illinois and Colorado. The benefits for this role include short-term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, and paid sick leave as required by applicable state/local law, 15 days of paid vacation, and 11 days of paid holidays, subject to annual change. Your pay will be based on factors such as your skills, experience, and education. To learn more about this posting, please contact your recruiter during the hiring process. You may apply online at Smurfit Westrock External Careers and the application window is expected to close by 23-Oct-2026.