Customer Service Representative

WestRock - Cullman, AL

Full-time

Cullman, AL

Paper Manufacturing

About the position

The Customer Service Representative at Smurfit Westrock serves as a vital link between customers, sales, and operations teams. This role involves processing customer orders, addressing inquiries, and maintaining relationships with multiple customers while utilizing knowledge of products, logistics, and inventory management. The position is based onsite at the Cullman, AL manufacturing facility and emphasizes delivering excellent service and resolving customer issues effectively.

Responsibilities

• Represent Smurfit Westrock values and deliver excellent service through each interaction
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
• Run customized reports and share data with customers
• Provide pricing, inventory availability and production schedule information to customers
• Track order activity and alert appropriate staff of any potential delivery problems
• Partner with Quality Manager to resolve routine customer issues
• Suggest alternative products or services to meet customer needs when appropriate
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
• Track warehouse inventories and update customers on order status
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development

Requirements

• High School diploma or G.E.D - Required
• Must have 3+ years of customer service-related work experience
• Previous experience in manufacturing industry is preferred
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
• Preferred experience in managing large customer accounts for processes related to account retention, service, and problem solving
• Working knowledge of Microsoft Office - Excel, Outlook, PowerPoint, and database software
• Order entry system experience (e.g. AS/400)

Benefits

• Corporate culture based on integrity, respect, accountability, and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• Benefits package to include medical, dental, vision, life insurance, 401k with match and more