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.

The opportunity: Responsible for managing the Customer Service function at the Bristol site, ensuring it operates smoothly, is sufficiently staffed, and consistently achieves company KPIs and quality standards. In this role, you will lead, motivate, and inspire the Customer Service team to achieve high performance levels while driving initiatives that enhance efficiency. Your primary focus will be on fostering a culture of excellence, implementing process improvements, and ultimately contributing to increased profitability through exceptional customer relationships and service delivery.

 

Key Responsibilities:

Ensure compliance with customer SLAs, company policies, and data protection regulationsProactively manage accounts to anticipate and fulfil customer needs effectivelyOversee daily customer order management, ensuring seamless communication and exceptional service deliveryManage customer finished goods inventory, ensuring timely clearance of aged stockIdentify and capitalise on opportunities for margin improvement within Customer ServiceMonitor and report department KPIs weekly and monthly to track performanceMaintain a strong focus on monthly landing figures, actively seeking ways to bridge performance gaps when necessaryAttend meetings and customer visits as necessary to strengthen relationships and address specific customer needsConduct regular one-to-one meetings and annual performance reviews to support team development and provide constructive feedbackPlay a critical role in managing escalations, working closely with the Planning team to carefully balance expectations, impacts, and costsLead and contribute to site improvement initiatives, promoting operational excellence and enhancing overall performance

Experience, skills, education and qualifications required: 

Relevant experience in a Customer Service management roleEducated to minimum A level standard (or equivalent)Experience in a production/manufacturing environment is desirable but not essential Proficient in Microsoft Office, with a strong emphasis on Microsoft ExcelAbility to learn and adapt quickly to new software and systemsStrong verbal and written communication skills, demonstrating professionalismExcellent analytical, numeracy and organisational skills

What we offer:

Corporate culture based on loyalty, integrity and respectAn attractive salary reflecting skills, competencies and potentialComprehensive 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