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.

Location: 9960 Alliance Road, Cincinnati, OH 45242

Title: Customer Service Rep

 

This position is an extension of the sales team and has responsibility for supporting an assigned Customer account base.  He/She will assist sales by maintaining accounts while developing strong Customer relationships to support and promote current and future business opportunities.  The Customer Service Representative will lead various projects completing them timely. The Customer Service Representative will work closely with Sales, Operations and Finance as well as outside vendors and other U.S. Corrugated personnel, to ensure that Customer and production needs and requirements are achieved.

 

 

Responsibilities:

Customer Service

Demonstrate a commitment to Safety and perform job duties in accordance with company Safety policies and procedures. Liaise between Customer and facility by assisting Customers, production, design, shipping and account managers on a daily basis by various means. Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to Customer expectations.  Process orders and new items received from Customers and sales using various technology applications. Enter information into estimating system or request product quotes, as applicable, to provide costing to management for analysis and pricing. Provide formal quotes to sales and Customer. Track orders, initiating changes and expediting per Customer or sales requests. Communicate same to sales, management and Customer. Coordinate the necessary delivery schedules with scheduling and the shipping department communicating same with sales, management and the Customer. Manage and track Customer warehouse product to ensure availability and min/max levels while managing overruns and underruns.  Analyze monthly usages and re-stocking per Customer. Initiate outside manufacturing orders, as appropriate, communicating all necessary details and handling follow-up required. Address Customer complaints and questions seeking aid from sales and management as necessary. Follow established processes and procedures to ensure accuracy of work. Maintain Customer files. Generate various reports and distribute accordingly.

Financial

Maintain proper checks and balances for optimum cost benefits relative to margin and Customer pricing. Understand cost information and identify opportunities for cost containment and margin improvement. Ensure accurate product pricing for invoicing. Coordinate accounting credits. Foster a lean culture to drive continuous improvement, cost control and waste reduction in all facets of our operation.

 

Travel Requirements:

Occasional visits to Customers and /or other U.S. Corrugated plants.  Must be willing to travel overnight by various means.   Ability to work additional hours on an occasional basis, including Saturday.  Valid driver’s license required.

 

Requirements:

High School Diploma or equivalent. Minimum of 2+ years customer relation experience. Excellent Customer Service, Computer, and Administrative skills. Excellent Verbal and Communication Skills. Knowledge of manufacturing process. Analyze and solve problems. Build relationships. Good organizational skills. Preferred - two-year degree or four-year degree. Preferred - Knowledge of corrugated manufacturing. Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.