Customer Service Manager

Customer Service Manager

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.

Career Opportunity : As a Customer Service Manager (CSM), you will function as a critical liaison between the customer, sales, and production operations teams. As a Customer Service Manager (CSM), you will simultaneously provide support to the leadership team by coaching and guiding Customer Account Specialists, executing strategic initiatives for the plant and company, and partnering with internal customers and partners to achieve the highest level of customer satisfaction. As a Smurfit Westrock employee, you will be empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer.

This position is located at the New Lenox, Illinois facility. How you will impact Smurfit Westrock :

• Manage customer accounts, as necessary.
• Manage, coach, guide, and oversee the tactical execution of tasks by the Customer Account Specialist team.
• Daily review of production backlog to understand planning, machine status, and shipping data to proactively communicate status to customers, sales teams, and plant leadership.
• Review customer specifications and new items in the order processing system to ensure all elements are captured and supporting documentation is included for efficient processing and production.
• Serve as an escalated point of contact for customer issues by supporting Customer Account Specialist with issue remediation and escalate to leadership as needed.
• Continuously gather feedback, communicate with Customer Account Specialists, manufacturing partners, and sales to align with the current state and ensure operational efficiencies are achieved to meet customer needs.
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance to identify opportunities to optimize functional efficiencies.
• Onboard and train Customer Account Specialists on specific topics or best practices to enhance their understanding and performance.
• Works with the Customer Account Specialists to proactively track order activity and inventory levels and alert appropriate staff / customers of any potential issues.
• Participate in projects supporting plant or companywide strategic initiatives (e.g., margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations. Communicate projects to Customer Service team.

What you need to succeed :

What we offer :