Customer Service Manager

$66,375 - $110,625/Yr

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 a team of Customer Account Specialists, overseeing customer accounts, and collaborating with various departments to optimize production and service delivery. The CSM is responsible for coaching team members, addressing customer issues, and participating in strategic initiatives to enhance operational efficiency.

Responsibilities

• Manage Customer Account Specialist team.
• Manage customer accounts as necessary.
• Partner with production, shipping, maintenance, quality, and planning teams to review production performance and identify opportunities for optimization.
• Review customer specifications and new items in the order processing system to ensure all elements are captured for efficient processing and production.
• Participate in daily cross-functional production meetings to ensure customer delivery requirements are met.
• Oversee the tactical execution of tasks by the Customer Account Specialists and ensure alignment with planning and shipping departments.
• Proactively track order activity and alert appropriate staff/customers of potential issues.
• Manage inventory movements to meet customer demands.
• Support Customer Account Specialists with issue remediation and communication with customers.
• Escalate customer issues as necessary and align with plant leadership on actions to resolve them.
• Participate in projects supporting plant or company-wide strategic initiatives by providing customer service expertise.

Requirements

• Customer service or related work experience in a manufacturing environment or other industries.
• High School diploma or G.E.D.

Nice-to-haves

• 3 to 5 years of manufacturing industry experience with specialized training in leading teams.
• Associate/bachelor's degree.

Benefits

• Short-term bonus incentive
• Health insurance
• Flexible spending accounts
• Health savings accounts
• Retirement savings plans
• Life and disability insurance programs
• Paid and unpaid time away from work