Sr. Asst, Customer Service

Description & RequirementsSmurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.Job Title Customer Service RepresentativePosition Montgomery, ALThe Opportunity: The Customer Service Representative (CSR) represents WestRock to the customer and acts as a criticalliaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders,inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customersand sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.Major Job ResponsibilitiesBusiness Excellence Provide pricing, inventory availability and production schedule information to customers Track warehouse inventories and update customers on order status Run customized reports and share data with customers Review customer credit information to ensure necessary credit is established for customer orders Track order activity and alert appropriate staff of any potential delivery problems Suggest alternative products or services to meet customer needs when appropriate Support the development of corrective action plans to enable the Quality Manager to research and troubleshootquality issues Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personalcustomer contact Obtain pricing for services and materials required for the manufacturing of customer items that must bemanufactured at a different facilityPeople and Culture Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRockvalues Partner with Quality Manager to resolve routine customer issues Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensureefficient production Quickly and effectively resolve customer or production issues maintaining clear communication with customerson status and resolutionCritical Skills / Capabilities Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customerissues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operatewith customers' best interests in mind Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbalmethods that promote an understanding with the target audience; listens carefully and attentively Collaboration: Works effectively with others to complete a task or achieve a common objective; ability tocooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor,and respect for others. Works through conflict constructively Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generatesand evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using alogical, systematic, or sequential approach Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new things; seeks tounderstand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; setsmeaningful goals for personal work productivity Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results;establishes a systematic course of action to accomplish objectivesTechnical Skills Microsoft Office – Excel, Outlook, PowerPoint Order entry system experience (e.g. AS/400)Other QualificationsTo perform the duties of the job, this role requires: Frequently using fingers to type with two hands Occasionally reaching by extending fingers on one hand Occasionally reaching by extending two arms Occasionally using fingers to grasp with two hands Occasionally using fingers to pinch with two hands The spoken exchange of ideas to be performed loudly 50-75% of the time The spoken exchange of ideas to be performed quickly 50-75% of the time The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, orinspection of small defects or partsWork Environment Constantly works indoors, in an environment that is climate controlled The role is frequently sedentary, which entails sitting or being stationary Occasionally stands or walks for 1-2 hours at a time Noisy work environment; maintain strict adherence to safety rules and regulationsExperience Required: 3+ years of customer service-related work experience in manufacturing environment or otherindustries Preferred: 3 to 5 years of manufacturing industry experienceEducation Required: High School diploma or G.E.D.Candidates 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.