WestRock

Description & Requirements

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to move fiber-based packaging forward.

Sr. Coordinator, Customer Service- Knoxville, TN

What we offer:

• Medical, Dental and Vision benefits available immediately
• 401K with company match
• 80 hours of Paid Time Off and 11 Paid Holidays
• Other benefits such as company paid Long-Term & Short-Term Disability, Tuition Assistance and more
• Comprehensive training with numerous learning and development opportunities
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

The Opportunity:

• Execute job duties in a safe and efficient manner.
• Compliance with Safety policies and Safety expectations.
• Each person, regardless of role or position, is responsible for Food Packaging Safety and Quality and GMP.
• Report any issue or event that poses a risk to employee safety, the environment and facilities, or food packaging safety and quality.
• Ensure that a safe workplace is always maintained and that the habits and practices of every employee hold safety as the top priority.
• Create and maintain a strong safety culture.
• Compliance of all employees and processes with all food safety and quality regulations (SQF, HACCP) as well as ISO regulations.
• Represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams.
• Receive and process routine customer orders, inquiries, and/or customer issues related to orders.
• Maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.
• Represent 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 share data with customers.
• Provide pricing, inventory availability and production schedule information to customers.
• Track order activity and alert appropriate staff to 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 by maintaining clear communication with customers on status and resolution.
• Keep area in specs within all 5S requirements.
• Work in a fast-paced environment. Complete tasks in a timely manner.
• Follow all applicable policies, procedures, and instructions.
• Participate in continuous improvement activities, corrective actions, plant/corporate safety events, and training.
• Perform other related tasks as assigned.

What you need to succeed:

• High school diploma or equivalent required.
• Preferred to have 1+ years of customer service-related work experience.
• Previous experience in the manufacturing industry is preferred.
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind.
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions.
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development.
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals.
• Proficient in Microsoft Office Programs (Word, Excel, PowerPoint, Outlook).

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.