Customer Service Representative

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.

Customer Service Representative Orlando, FL

The opportunity :

Reporting to the Service Manager, the Customer Service Representative provides customer service support for WestRock parts and service department by obtaining, analyzing, and verifying the accuracy of customer requests for parts and / or service in a timely manner.

Initiates and implements corrective action as needed to ensure customer satisfaction is maintained while meeting customers’ needs and expectations.

How you will impact WestRock :

• Provide accurate and timely responses to WestRock customers both internally and externally
• Monitors customer service mailbox for inquiries and pulls customer requests for processing as required to meet customers need
• Acknowledges and confirms customer requests for quote or service
• Updates customer request for quotes as needed to fulfill customer orders
• Processes and routes customer purchase orders as required to complete order
• Keeps ERP systems updated with accurate pricing and delivery as they are obtained for quote requests
• Keeps customers informed on delivery schedule for pending existing orders via phone or email updates
• Monitors backorder report to ensure orders are processed in timely manner
• Processes RMA’s - ensuring that they are less than 30 days old prior to approval
• Works on special projects as assigned by authorized personnel
• Pull part drawings and deliver to Engineering and / or Production to accurately generate customer quote requests
• Follows up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and / or possible modifications
• Runs back order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary
• Works with shipping department to ensure pending orders are shipped in a timely manner
• Works internally with any and all departments as needed to satisfy customer orders
• Assists in customer service department as required to meet customer requests
• Works with internal departments to ensure customer service satisfaction
• Acts as back-up for answering main phone line in absence of receptionist

What you need to succeed :

• Maintains internal relationships with fellow employees
• Self-motivated individual
• Must demonstrate excellent customer service skills
• Moderate PC skills : i.e. MS Word, Excel, PowerPoint, search and navigate the internet, Microsoft apps
• Maintains relationship with customers and WestRock plant personnel
• Basic knowledge and understanding of Occupational Safety and Health Administration (OSHA) procedures
• Good written and verbal communication skills
• Ability to author accurate and concise reports
• Review and / or contribute to procedure and training documents
• Communicate effectively with other team members
• Follow all required safety procedures
• Must have good organizational skills and prioritize effectively
• Cover other absent team members as necessary (example team member on vacation)

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.