Customer Service Manager - Beverage

WestRock - Richmond, VA

Full-time - Mid Level

Richmond, VA

Paper Manufacturing

About the position

As a Customer Service Manager - Beverage (CSM) at Smurfit Westrock, you will play a pivotal role in defining the strategy and business plan for front-end operations. Your primary responsibility will be to manage and lead customer service teams while supporting strategic initiatives for the plant and the company. This position requires a collaborative approach, as you will partner with production, shipping, executive management, and customers to ensure optimal customer satisfaction. In this role, you will be tasked with reviewing product backlog and production performance alongside production, shipping, maintenance, and scheduling teams to identify opportunities for optimizing functional efficiencies. You will also be responsible for reviewing invoicing and accounts receivable communications to proactively identify and resolve discrepancies. Balancing production workload volume across plants in partnership with Production Planners and leadership will be essential to support customer needs effectively. You will serve as an escalated point of contact for customer issues, providing support to Customer Service Representatives in issue remediation and communication with customers as necessary. Participation in projects that support plant and company-wide strategic initiatives, such as margin enhancement efforts and overall equipment effectiveness efforts, will be part of your responsibilities. Continuous communication with Customer Service Representatives, manufacturing partners, and sales will be crucial to align on the current state and ensure operational efficiencies are achieved to meet customer needs. Additionally, you will provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth. Conducting annual performance reviews and leading training sessions on specific topics or best practices will also be part of your role, ensuring that your team is well-equipped to support customers and resolve issues effectively.

Responsibilities

• Define the strategy and business plan for front-end operations.
• Manage and lead customer service teams.
• Support strategic initiatives for the plant and company.
• Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance.
• Review invoicing and A/R communications to proactively identify and resolve discrepancies.
• Balance production workload volume across plants in partnership with Production Planners and leadership.
• Communicate production status and forecast daily with production leadership and team.
• Serve as an escalated point of contact for customer issues.
• Participate in projects supporting plant and/or company-wide strategic initiatives.
• Continuously communicate with Customer Service Representatives, manufacturing partners, and sales.
• Provide ongoing coaching and feedback to Customer Service Representatives.
• Conduct annual performance reviews for Customer Service Representatives.
• Lead training for customer service representatives on specific topics or best practices.

Requirements

• High School diploma or G.E.D.
• 5+ years of customer service-related work experience.
• Previous experience in the manufacturing industry is preferred.
• Proven track record of building relationships, customer service, and negotiations.
• Ability to adapt communication and interpersonal style to engage and influence a variety of internal and external partners.
• Inspire others to develop themselves and seek out continuous learning opportunities.
• Demonstrate a customer-oriented mindset and ability to operate with customers' best interests in mind.
• Strong written and verbal communication skills.
• Ability to simplify and solve simple to complex issues with a focus on root cause and quick solution development.
• Demonstrate collaboration and teaming skills across functions.

Benefits

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