Customer Service Account Supervisor- Greensboro NC

Smurfit Westrock•Greensboro, NC

About The Position

Smurfit Westrock is seeking a customer-focused Customer Service Account Supervisor to serve as a primary point of contact for assigned strategic customers and sales representatives. The role supports customers and sales by managing inquiries, entering orders, providing product and project information, coordinating schedules, and communicating updates. It oversees strategic-account order flow from entry through delivery and builds customer relationships through responsive service, problem-solving, and effective use of digital tools. The position coordinates order and project activity with Planning, Scheduling, Production, Shipping, Sales, and customers to align expectations with operational capabilities. It evaluates specifications, coordinates customer-provided materials and technical information, supports quotation and pricing processes, and verifies invoice alignment with approved quotes and project specifications. The role also maintains accurate account and project records, identifies and escalates potential issues, and provides backup support to the Customer Service team.

Requirements

High school diploma or GED required.
3–5 years of customer service, account management, or project coordination experience.
Strong understanding of product specifications, production processes, or manufacturing workflows.
Proficiency with digital tools, including Microsoft Office.
Excellent verbal and written communication skills.
Strong interpersonal skills and ability to build trust and rapport with customers and internal teams.
Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
Reliable, punctual, and committed to delivering high-quality work.
Ability to perform essential job functions with or without reasonable accommodations.

Nice To Haves

Associate degree or technical certification.
Customer service, account management, or project coordination experience in a manufacturing environment.
Experience with ERP/CRM systems.

Responsibilities

Serve as the primary point of contact for assigned strategic customers and sales representatives.
Respond accurately and promptly to inquiries about orders, products, lead times, samples, and documentation.
Support customers on behalf of the sales team when needed.
Maintain current customer account information, order history, and communication records in CRM and ERP systems.
Enter, review, and manage customer orders accurately.
Develop and monitor project timelines to support on-time delivery.
Coordinate with Planning, Scheduling, Production, and Shipping to align customer expectations with operational capabilities.
Track multiple projects through development, production, and fulfillment.
Proactively communicate challenges that could affect delivery dates or project scope to customers and sales.
Liaise among Sales, customers, and internal operations to clarify requirements and align priorities.
Evaluate incoming specifications and identify discrepancies requiring re-estimation or clarification.
Receive and distribute customer-supplied materials, artwork, and technical information to appropriate internal teams.
Prepare quote requests, review estimates, and present pricing to internal and external stakeholders.
Verify final invoicing against approved quotes and project specifications.
Use creative and analytical problem-solving to meet customer needs and support sales objectives.
Identify potential issues early and escalate them to prevent delays or cost impacts.
Document project milestones, changes, and communications.
Provide backup support to other Customer Service team members as needed.
Perform additional duties as assigned to support departmental and organizational goals.