Description & Requirements Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

JOB PURPOSE

 

The Customer Account Executive is responsible for the management of assigned customer accounts and makes decisions regards managing these accounts cost-effectively and efficiently, that not only affects customers but also includes the site operations. This requires developing relationships with customers, evaluating customer needs and formulating plans to manage the customer’s order experience.

 

KEY ACCOUNTABILITIES

The primary duties of the Customer Account Executive position are:

Responsible for product knowledge and corresponding site standards and be able to make determinations of how to match the customer’s requirements and business needsMaintain open and direct communication with customers to ensure a complete understanding of their needs and requirementsProactively identify issues that may inhibit customer satisfactionProcess orders received from customers and sales team on a timely basis, using various technology applicationsProvide prompt communication to the customer regarding existing challenges meeting requested ship datesTrack orders and initiate changes per customer or sales requests to ensure on-time deliveryAnalyse inventory levels; also ensure customers are moving product as agreed and raw material.Act as a liaison between customers, Production Planning/Team and logistics Proactively manage exceptions and be able to use discretion and influence to mitigate costsProvide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their businessWork both independently and with the business unit team to manage customer needsParticipate in a collaborative, team planning processes; measuring and developing actionable improvement plans for key performance metricsProvide short term plan adjustments as necessary in response to unexpected events

 

Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU'sUtilise data from various sources for optimal decision makingContribute to continuous improvement within the teamOn-Time Shipment (OTIF), Customer Satisfaction, Track and reconcile weekly/monthly metrics versus established targets.

DESIRABLE QUALIFICATIONS, KNOWLEDGE AND SKILLS

3rd Level qualification – preferably in one of the following disciplines: business, supply chain, or marketing.Experience in customer service, account relationship and order managementStrong problem solving and verbal skills with the ability to communicate with all levels.High-level proficiency in MS Excel, Word, PowerPoint.Ability to work with cross-functional team partners to resolve issues to maintain customer satisfactionWork proactively to complete all tasks timely, accurately, and completelyExperience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focusSelf-motivated and eager to take on new challenges

BEHAVIOURS

Analytical thinkingDemonstrates sound judgement and ethical characterDetailed and ResilientInterpersonal effectivenessConcern for standards 

Monday- Friday Onsite

 

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