Sr. Assistant, Customer Service

Smurfit Westrock•New Lenox, IL

10d•$34,500 - $57,500•Hybrid

About The Position

The Senior Assistant Customer Service represents WestRock to customers and serves as a liaison among customers, sales, and operations teams. As a first point of contact, the role helps shape the customer experience and maintains relationships with multiple customers and sales teams across one or more plants. The position draws on knowledge of products, production planning, logistics, and inventory management to support customer needs and delivery requirements. The role facilitates quotes and pricing, creates item specifications and projects, processes orders and inquiries, schedules demand on machines, monitors order activity and inventory, and communicates potential issues. It also handles outside purchases of services and materials, prepares reports for customers, and supports investigation and troubleshooting of quality issues. The position collaborates with business partners across pricing, production, planning, shipping, quality, credit, collections, sales, and plant leadership. This is a hybrid remote role based in New Lenox, Illinois. The work is primarily sedentary and indoors in a climate-controlled but noisy environment, with occasional standing or walking. The salary range is $34,500 to $57,500, depending on role, level, location, skills, experience, and education. Benefits include a short-term bonus incentive, insurance coverage, retirement savings plans, paid sick leave as applicable, 15 days of paid vacation, and 11 paid holidays, subject to annual change.

Requirements

Basic knowledge of operational procedures and tools.
Customer service or related work experience in a manufacturing environment or other industries.
High school diploma or GED.
Proficiency with Microsoft Office applications, including Outlook, Teams, Excel, Word, and PowerPoint.
Ability to follow processes and procedures accurately and attend to detail.
Customer-oriented approach and ability to communicate proactively, promptly, and respectfully.
Ability to collaborate effectively and build mutual trust and respect.
Problem-solving skills, including analyzing information, evaluating alternatives, and escalating overly complex issues.
Organizational, prioritization, multitasking, and time-management skills.
Ability and willingness to learn, understand processes, and set work productivity goals.
Ability to type with both hands and perform frequent reaching, grasping, and pinching movements.
Ability to occasionally push, pull, or lift up to 10 pounds.
Ability to perform data preparation and analysis, monitor a computer terminal, inspect small defects or parts, and process large quantities of information verbally and in writing.
Ability to exchange spoken ideas loudly and quickly 50–75% of the time.

Nice To Haves

One to three 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 new item specifications and projects.
Process incoming orders and inquiries, schedule demand on machines, and manage 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 required to manufacture customer projects.
Produce reports and share data with customers.
Generate customer issues and support the Quality Manager in obtaining information, researching, and troubleshooting quality issues.
Collaborate with appropriate business owners to deliver a positive customer experience.
Connect customers, the sales team, credit analysts, and collections to support responsiveness and customer satisfaction.
Build customer specifications and projects as a pre-pricing specialist and review them with the production team 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.