Coord, Customer Service

Description & Requirements

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.

The Customer Service Representative (CSR) plays a critical role in supporting customers within the Parts and Service Department by ensuring accurate, timely, and professional handling of customer requests. This role is responsible for processing orders, coordinating internally, resolving issues proactively, and maintaining a high level of customer satisfaction through effective communication and problem-solving. Reports To Customer Service Supervisor How You Will Impact WestRock Deliver prompt, accurate, and professional responses to both internal and external customer inquiries. Monitor the customer service inbox and process incoming requests to meet customer needs efficiently. Review and process reports from service intervention. Update and revise customer quotes as needed to ensure order accuracy. Process and route customer purchase orders to completion. Provide regular updates to customers regarding order status and delivery timelines. Monitor and manage backorders to ensure timely fulfillment. Prompt process Return Material Authorizations (RMAs), according to policies and procedures. Support special projects as assigned Internal Responsibilities Retrieve part drawings and coordinate with engineering and tech support to generate accurate customer quotes. Follow up with internal teams to keep customers informed of order progress or changes. Run backorder reports and update the ERP system accordingly. Work cross-functionally with internal departments to fulfill customer needs. Generate credit memos and invoices; assist with invoice corrections and validations. Partner with internal teams to maintain high levels of customer satisfaction. What You Need to Succeed Strong interpersonal skills and the ability to build positive working relationships. Customer service experience in a manufacturing industry preferred. Self-motivated with a proactive approach to problem-solving. Eagerness to learn and take on new challenges. Excellent customer service and communication skills. High level of digital literacy, including proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), ERP systems, and the ability to navigate and search the internet effectively. Ability to collaborate effectively with cross-functional teams. Basic understanding of OSHA procedures and safety protocols. Strong written and verbal communication abilities. Capable of producing clear, concise reports, and contributing to documentation and training materials. Highly organized with the ability to prioritize tasks effectively. Flexibility to support team coverage as needed. What to Expect Opportunities for professional growth and career development A respectful, collaborative team environment with supportive leadership Exposure to cross-functional teams and business operations A fast-paced, customer-focused work environment Recognition for contributions and performance Ongoing training and skill-building opportunities A culture that values innovation, accountability, and continuous improvement

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.