Customer Service Representative

WestRock - Olive Branch, MS

Full-time - Entry Level

Olive Branch, MS

Paper Manufacturing

About the position

The Customer Service Representative (CSR) at Smurfit Westrock serves as a vital link between the company and its customers, ensuring excellent service and effective communication. This role involves processing customer orders, addressing inquiries, and maintaining relationships with multiple customers and sales staff. The CSR will utilize their knowledge of products, logistics, and inventory management to support customer needs and resolve issues efficiently.

Responsibilities

• Represent Smurfit Westrock values and deliver excellent service through each interaction.
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact.
• Run customized reports and data with customers.
• Provide pricing, inventory availability, and production schedule information to customers.
• Track order activity and alert appropriate staff of any potential delivery problems.
• Partner with Quality Manager to resolve routine customer issues.
• Suggest alternative products or services to meet customer needs when appropriate.
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction.
• Track warehouse inventories and update customers on order status.
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution.
• Demonstrate a customer-oriented mindset and ability to operate with customers' best interests in mind.
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals.
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development.

Requirements

• High School diploma or G.E.D - Required
• Must have 3+ years of customer service-related work experience
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
• Working knowledge of Microsoft Office - Excel, Outlook, PowerPoint, and database software.
• Order entry system experience (e.g. AS/400)

Nice-to-haves

• Previous experience in the manufacturing industry is preferred.
• Preferred experience in managing large customer accounts for processes related to account retention, service, and problem solving.

Benefits

• Comprehensive training with numerous learning and development opportunities.
• An attractive salary reflecting skills, competencies, and potential.
• Benefits package to include medical, dental, vision, life insurance, 401k with match and more!