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 Summary: The Senior Assistant Customer Service represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The Senior Assistant Customer Service is the first point of contact with our customer and sets the tone for their WestRock experience. The Senior Assistant Customer Service maintains an ongoing relationship with multiple customers and sales teams across one or multiple plants, utilizing a diverse knowledge of products, production planning, logistics, and inventory management. 

 

Major Job Responsibilities: 

Facilitates quotes and provides pricing.  Create new item specifications/projects. Manage accounts through processing incoming orders, and/or     inquiries, by scheduling demand on machines, and managing orders to ensure     customer's delivery requirements are met. Proactively track order activity, inventory levels, and alert     appropriate staff/customers of any potential issues  Handle outside purchases for services and materials required for the manufacturing of customer projects.  Produce reports and share data with customers.  Generate customer issues and support the Quality Manager to     obtain information, research, and troubleshoot quality issues.

 

People and Culture 

Empowered to develop yourself through a culture of training to give you the tools to     accomplish your best work and satisfy the customer and business partners. Collaborate and partner with appropriate business owners to ensure customer experience is delivered.Serve as a connection between customers, sales team, credit analyst, and collections to ensure responsiveness and customer satisfaction. Pre-Pricing Specialist to build customer specifications/projects and review with production team to ensure efficient production. Planning, production, and shipping teams to review schedules and backlogs to ensure on time delivery.Quality Manager to resolve routine customer quality issuePlant Leadership to align with company goals and initiative

Critical Skills / Capabilities:  Attention to Detail: Follow established processes and procedures to ensure accuracy of work (Do it right the first time) Customer-Oriented: Ability to operate with customers' best interests in mind; Demonstrates importance for satisfying external and/or internal customers; Efficiently communicates with customers to ensure alignment and satisfaction. Communication: Proactive, prompt, and respectful correspondences; essential listening skills with ability to accurately problem solve  Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates problem solving skills by using a logical, systematic, or sequential approach; suggest alternative products or services to meet customer needs when appropriate. Problems are typically of a routine nature but may at     times require discernment. Defers overly complex issues to higher levels. Growth and Results Oriented: Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work     productivity.  Organizational Skills: Planning, monitoring, and prioritizing tasks to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives through multi-tasking and ability to forward-think. Time Management: Ability to structure time to meet customer demands; demonstrate flexibility to balance your schedule, tasks, and responsibilities to complete things on time. 

Technical Skills: 

Microsoft Office – Outlook, Teams, Excel, Word, PowerPoint System Experience (e.g., AS/400, Kiwiplan ESP/PCS/ULT/TSS, HRMS, Amtech, Sage, JD Edwards, Salesforce, EDI, Customer Portals) 

 

       Work Environment: 

Hybrid Remote Schedule  Constantly works indoors, in an environment that is climate     controlled.  The role is frequently sedentary, which entails sitting or     being stationary.  Occasionally stands or walks for 1-2 hours at a time.  Noisy work environment; maintain strict adherence to safety rules and regulations.  

Experience: 

Required: Basic Knowledge of operational procedure and tools. Required: Customer service or related work experience in     manufacturing environment or other industries  Preferred: minimum of 1-3 years of manufacturing industry experience     

 

Education: 

Required: High School diploma or G.E.D.  Preferred: Associate/bachelor’s degree Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.