Customer Service Representative, Fiber Coordinator

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 :

The Customer Service Representative, Fiber Coordinator, is responsible for managing the movement of recyclable materials generated at internal WestRock locations, as well as external suppliers.

This role is focused on high volume, single product transactions with shipments via trucks and rail. The Fiber Coordinator schedules pickups weekly as per allocations provided by procurement team.

This position serves as the first point of contact for suppliers and customers to satisfy their needs and expectations in a manner that builds strong business rapport and customer trust and confidence and liaisons between the sales team, suppliers, customers, logistics and accounting, providing overall customer service and support to all capabilities.

Major Job Responsibilities :

Business Excellence

• Execute orders from suppliers and customers and inquiries and / or concerns regarding shipments of recyclable materials.
• Manage weekly allocations for recyclable commodities, schedule and monitor movement with logistics and customers to ensure timely pickups and deliveries.

Work with supply team to ensure proper mill inventories are maintained.

• Adapt to changing market conditions which can result in changes to load schedules.
• Manage quality and safety exceptions with sense of urgency upon notification to minimize cost.
• Ensure accurate and timely payments to suppliers and invoices to customers, maintain documentation in CieTrade / LIMS system.
• Respond to inquiries timely, review discrepancies and research data, as necessary.
• Maintain account profile data of supplier and customer contact information, scheduling requirements, commodities and any other pertinent account information in Book of Business notes and update as changes occur.
• Responsible for meeting weekly metrics set by management to ensure all loads are being maintained and managed accordingly.

People and Culture

• Effectively and clearly communicate with all stakeholders to provide the highest level of customer service.
• Develop and nurture positive and collaborative relationships with all internal and external capabilities such as Logistics, Accounting and Sales.
• Liaison between Sales Team, Supplier and Customer, communicating and facilitating resolution on all pertinent issues.
• Build and maintain relationships with assigned accounts and proactively monitor activity to continuously ensure that all counterparty information is current in system and submit changes to the Master Data team for updates.
• Assist with Onboarding of new accounts by collaborating with Sales Team and Master Data Team as necessary to set up new supply points in system and add to weekly allocation file, as necessary.
• Aid suppliers, customer and carriers with payment and invoice inquiries and discrepancies by working with and through accounts payable and accounts receivable departments as necessary
• Work in conjunction with other departments and locations to resolve disputes in a timely fashion
• Assist with training of new hires
• Participate in in-house continuing education to further knowledge and skills

What You Need : Education :

Education :

Required : High School diploma

Preferred : BA / BS or equivalent experience in a high-volume customer service or support environment

Schedule :

Willing and able to work a hybrid schedule.

Technical Skills :

• Microsoft Office Intermediate or higher proficiency in Excel, Outlook, PowerPoint, Word
• Typing High Proficiency
• Strong ability to learn new systems.

Critical Skills :

Communication Skills - Communicate effectively with a variety of audiences from direct peers up to senior leadership within our division, as well as with internal and external suppliers and customers.

Clearly expresses ideas in a written and spoken format. Able to build rapport with and understand perspective of others.

Effectively listens, speaks, and writes in a business context. Capable of convey key messages clearly and correctly.

Detail oriented and organized with ability to coordinate changes with schedules and carriers in a timely manner.

Adaptable to Change - Able to shift with an ever-changing environment as business grows.

Customer Orientation - Ability to conduct business with the supplier’s and customer's best interest in mind.

Big Picture Thinker - Be able to understand how your role fits into the overall business of both the company and the industry.

Creativity - Bring improvement ideas and a willingness to assist in implementing those ideas and solutions.

Collaboration / Teamwork - Work effectively with and through others in the organization outside the line of formal authority both within your team, as well as with other teams or those in leadership to accomplish organizational goals and to identify and resolve problems.

Problem Solving Ability to identify and research issues while seeking resolutions to minimize cost and satisfy all stakeholders.

Results Driven - Focus on achieving both personal and team goals to exhibit our core value of Excellence.

Persuasiveness - Use appropriate interpersonal style and communication methods to gain acceptance of an idea, plan, activity, service or product from prospects and clients.

Ethics & Integrity - Behave in accordance with WestRock’s core values all times and encourage the same behavior in others.

Act based upon the best interest of WestRock and build trust with colleagues across the organization.

What we offer :

Corporate culture based on integrity, respect, accountability and excellence

Comprehensive training with numerous learning and development opportunities

An attractive salary reflecting skills, competencies and potential

A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included.

Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.