Mgr I, Customer Service

Customer Service ManagerThis is an onsite position.The opportunity:Safety is at the core of everything we do. The Customer Service Manager helps reinforce this value by promoting safe practices, supporting a culture of care, and ensuring that all processes and communications reflect our commitment to keeping our employees and customers safe. As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.How you will impact WestRock:Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficienciesReview invoicing and A/R communications to proactively identify and resolve discrepanciesBalance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needsReport out production status and forecast daily with production leadership and team to ensure customer needs are being metServe as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessaryParticipate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendationsContinuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needsProvide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectivesConduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service RepresentativesCoach and guide Customer Service Representatives to effectively support customers and resolve customer issuesLead training for customer service representatives on specific topics or best practices to enhance their understanding and performanceWhat you need to succeed:Bachelor's degree from a four-year college or university or equivalent work experienceMust have 5+ years of customer service-related work experiencePrevious experience in manufacturing industry is highly preferredProven track record of building relationships, customer service, and negotiationsExperience with process improvement/lean managementAbility to adapt communication and interpersonal style to engage and influence a variety internal and external partnersInspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentorDemonstrate a customer-oriented mindset and ability to operate with customers' best interests in mindStrong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutionsAbility to simplify and solve simple to complex issues with focus on root cause and quick solution developmentDemonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goalsWhat we offer:Immediate comprehensive health coverage - Medical, Dental, and Vision benefits available on day oneStrong retirement support - 401(k) with company match plus an additional annual company contribution from Smurfit WestrockWork life balance built in - 15 days of paid vacation and 12 paid holidaysRobust total rewards package including: Company?paid Short?Term and Long?Term Disability Insurance, Company?paid basic life insurance, Tuition Reimbursement to support continuous learning and career growthValues?driven culture rooted in integrity, respect, accountability, and excellenceComprehensive training and development - hands on onboarding, ongoing learning, and opportunities to expand skills across operationsCompetitive compensation aligned with your skills, capabilities, and long?term potentialA career with purpose at a global packaging leader where Sustainability, Safety, and Inclusion are foundational to daily work and long?term business successCandidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.