Customer Service Representative - Lancaster, PA

Smurfit Westrock•Lancaster, PA

9d•Hybrid

About The Position

The Customer Service Coordinator represents WestRock to customers and serves as a key liaison among customers, sales, and operations teams. As the first point of contact, this role helps shape the customer experience and maintains relationships with multiple customers and sales teams across one or more plants. The position uses knowledge of products, production planning, logistics, and inventory management, and works under limited supervision on routine work. The role supports quotes and pricing, creates and validates item specifications and projects, manages complex accounts and orders, and coordinates production schedules to meet customer delivery requirements. It monitors order activity and inventory, manages outside purchases for project-related services and materials, produces reports for customers, and supports the investigation and resolution of quality issues. The role collaborates with sales, credit, collections, pre-pricing, production, planning, shipping, quality, and plant leadership teams. It may also provide guidance and training to junior employees. This position has a hybrid remote schedule. The work is primarily sedentary and indoors in a climate-controlled environment, though it may involve occasional standing or walking and a noisy work environment. The job requires frequent computer and hand use, occasional pushing, pulling, or lifting of up to 10 pounds, and frequent spoken exchanges that may be loud and quick. Candidates must undergo a drug screening after receiving a conditional offer and before starting employment.

Requirements

Broad knowledge of operational procedures and tools.
Customer service or related work experience in a manufacturing environment or other industries.
High school diploma or GED.
Ability to use Microsoft Office applications, including Outlook, Teams, Excel, Word, and PowerPoint.
Ability to follow established processes and procedures accurately and attend to detail.
Customer-oriented approach and effective customer communication.
Proactive, prompt, respectful communication, listening, and problem-solving skills.
Ability to collaborate and work effectively with others.
Problem-solving skills, including analyzing information, evaluating alternatives, making recommendations, and exercising judgment when problems are not routine.
Interest and drive to learn, understand processes and concepts, and set productivity goals.
Organizational, planning, prioritization, multitasking, forward-thinking, and time-management skills.
Ability to structure time and adjust schedules and responsibilities to meet customer demands.
Ability to frequently type, reach, grasp, and pinch with fingers and hands, and occasionally push, pull, or lift up to 10 pounds.
Ability to safely and accurately prepare and analyze data and figures, monitor a computer terminal, and inspect small defects or parts.
Ability to quickly interpret and process large quantities of information verbally and in writing.
Ability to participate in spoken exchanges that are loud and quick 50–75% of the time.
Willingness to undergo a drug screening after receiving a conditional job offer and before starting employment.

Nice To Haves

Three to five years of manufacturing industry experience.
Associate or bachelor’s degree.
Experience with systems such as AS/400, Kiwiplan ESP/PCS/ULT/TSS, HRMS, Amtech, Sage, JD Edwards, Salesforce, EDI, or customer portals.

Responsibilities

Facilitate quotes and provide pricing.
Create and validate new item specifications and projects.
Manage complex accounts and items by processing orders and inquiries, scheduling demand on machines, and managing orders to meet customer delivery requirements.
Track order activity and inventory levels, and alert appropriate staff or customers to potential issues.
Handle outside purchases for services and materials needed to manufacture customer projects.
Produce reports and share data with customers.
Generate customer issues and support the Quality Manager in gathering information, researching, and troubleshooting quality issues.
Collaborate with appropriate business owners to deliver the customer experience.
Provide guidance and training to junior-level employees.
Connect customers, sales, credit analysis, and collections to ensure responsiveness and customer satisfaction.
Build customer specifications and projects as a Pre-Pricing Specialist and review them with production to support efficient production.
Review schedules and backlogs with planning, production, and shipping teams to support on-time delivery.
Work with the Quality Manager to resolve routine customer quality issues.
Align with plant leadership on company goals and initiatives.