Customer Service Manager

WestRock - Deer Park, NY

Full-time - Mid Level

Deer Park, NY

Paper Manufacturing

About the position

The Customer Service Manager (CSM) at Smurfit Westrock serves as a vital link between customers and internal teams, ensuring high levels of customer satisfaction. This role involves managing the Customer Account Specialist team, overseeing customer accounts, and collaborating with various departments to optimize production and service delivery. The CSM is also responsible for coaching team members, executing strategic initiatives, and addressing customer issues effectively.

Responsibilities

• Manage Customer Account Specialist team.
• Manage customer accounts, as necessary.
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance to identify opportunities to optimize functional efficiencies.
• Review customer specifications and new items in the order processing system to ensure all elements are captured and supporting documentation is included for efficient processing and production.
• Participate in daily cross-functional production meetings to keep apprised of production status and ensure customer delivery requirements are met.
• Oversee the tactical execution of tasks by the Customer Account Specialists and ensure alignment with the planning and shipping department.
• Work with the Customer Account Specialists to proactively track order activity and alert appropriate staff/customers of any potential issues.
• Manage inventory movements to ensure customer demands and needs are met.
• Support Customer Account Specialists with issue remediation and communication with customers, as necessary.
• Escalate customer issues as necessary and align with plant leadership on actions to resolve issues.
• Participate in projects supporting plant or companywide strategic initiatives by providing critical customer service expertise and insight to inform decisions and recommendations.

Requirements

• Customer service or related work experience in a manufacturing environment or other industries.
• High School diploma or G.E.D.
• 3 to 5 years of manufacturing industry experience with specialized training in leading teams (preferred).
• Associate/bachelor's degree (preferred).

Nice-to-haves

• Experience in leading teams in a manufacturing environment.