Customer Service Specialist - Lansing MI

Smurfit Westrock • Lansing, MI

3d • Onsite

About The Position

Smurfit Westrock is seeking a Customer Service Specialist in Lansing, Michigan. The role receives customer-service calls, enters complete and accurate orders from customers and sales staff, seeks add-on sales, monitors order progress, responds to customer inquiries, and communicates with relevant parties to support customer satisfaction. The specialist serves as a key contact among customers, sales, and internal production operations, including for designated strategic customers and sales staff.

The position also supports sales with customer information, resolves complaints and inquiries, prepares quotation requests and communicates quotes, develops product knowledge, coordinates expectations with planning and scheduling, shares tracking reports, and facilitates product proofing for designated accounts. The specialist follows supply-chain procedures, distributes orders promptly, provides backup to other customer-service areas, monitors industry competition, and performs other assigned duties.

Applicants must undergo a drug screening after receiving a conditional offer and before starting employment. Qualified applicants are considered without regard to protected characteristics under applicable law.

Requirements

• High school diploma or GED.
• At least one year of related experience involving substantial customer interaction.
• Proficiency with software applications, including Microsoft Word and Excel.
• Working knowledge of product specifications.
• Excellent interpersonal communication skills with internal and external customers.
• Excellent organizational and multitasking skills.
• Accurate and complete verbal and written communication.
• Ability to function in a fast-paced environment.
• Ability to maintain good attendance.
• Willingness to work overtime as needed.
• Ability to perform the essential functions of the job with or without reasonable accommodation.
• Must complete a drug screening after receiving a conditional job offer and before starting employment.

Responsibilities

• Answer customer-service phone calls quickly and efficiently and meet or exceed customer contact targets.
• Support the sales force by sharing information and providing customer support.
• Contact customers or representatives to obtain answers to questions about orders.
• Enter orders, solicit add-on sales, verify orders, and review electronic files with each customer contact when available.
• Verify or update customer records with each customer contact or order entered.
• Enter or receive a form of payment for each order initiated.
• Process and enter assigned orders received through various channels.
• Meet order-entry productivity targets and provide accurate, complete information to prevent downstream delays.
• Use the credit card program to authorize payment for appropriate orders.
• Meet or exceed monthly and yearly production and accuracy metrics.
• Print and assemble orders immediately after entry within established guidelines.
• Serve as the primary contact among sales, customers, and internal production operations.
• Provide a single point of contact for strategic customers and sales staff seeking specific customer or order information.
• Communicate customer complaints and inquiries to the appropriate person for timely resolution, including writing credits when needed.
• Prepare quotation requests for estimators and communicate customer-presentable quotes to internal and external customers as required.
• Continually develop product knowledge, including knowledge of specials and pricing.
• Promptly communicate challenges in meeting requested ship dates to customers and sales representatives.
• Communicate customer expectations effectively to Planning and Scheduling.
• Use available tracking reports and forward them weekly to sales representatives.
• Facilitate product-layout proofing with customers for designated accounts.
• Assist customers at the request of, or in the absence of, sales.
• Follow required guidelines and procedural expectations throughout the supply chain.
• Distribute orders promptly within established guidelines.
• Back up other Customer Service areas as needed.
• Continually monitor competition in the industry.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED