Job Information
WestRock Company Customer Solutions Account Supervisor in Holland, Michigan
Career Opportunity:
The Customer Solutions Account Supervisor is responsible for successfully managing customer accounts and the day-to-day operations of the order fulfillment process. Responsibilities include order management, inventory order management for ongoing business, quoting new business, and serving as the main point of contact for customer inquiries on status of accounts, orders, and shipments. Providing this service requires total knowledge and understanding of sales policies, business plan goals and customer requirements. You will receive and process orders, coordinate and track shipments and communicate status to customers in alignment with service level agreements for a select group of strategic customers. This position will report to the Customer Service Manager.
How you will impact Smurfit Westrock:
Provide single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information. Prepare, enter, and monitor progress of customer orders for strategic accounts
Assist customers with inquiries, samples and catalog requests. Maintain complete customer history information. Provide complete and immediate communication of order schedules and possible delays to customers and sales staff.
Assist sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities
Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customer expectations
Ensure total customer satisfaction and on-time delivery by coordinating and processing daily delivery schedules with scheduling and the shipping department and communicating same with sales, management, and the customer
Address customer complaints and questions seeking aid from sales and management as necessary
Maintain proper checks and balances for optimum cost benefits relative to margin and customer pricing; ensure accurate product pricing for invoicing
Negotiate win-win solutions for customers\u2019 order fulfillment, if necessary, to accommodate for production and shipment delays
Proactively address and negotiate shipment shortages and/or delays to minimize customer impact and potential financial exposure. Recommend and process escalations as needed on behalf of the customer.
Develop and manage timelines in support of new customer and product introductions ensuring all functional groups including the customer, graphics, design, machinery and planning teams meet expected deliverables in a timely manner. Ensure clear communication to the customer and organization on plan variations that may impact service.
Ensure our customers get the quality, consistency, and responsiveness they deserve
What you need to succeed:
2-5 years\u2019 experience in Customer Service or Account Management within a manufacturing environment; packaging industry experience is preferred, but not required
HS or GED is required; college degree or technical school is preferred
Intermediate skills with Microsoft Excel and Microsoft office applications required; and the ability to learn multiple system interfaces
Ability to work independently and as part of a team in a fast-paced environment
Strong communication and interpersonal skills; highly collaborative style and comfort working with all levels
Excellent communication skills, excellent problem-solving skills, able to react within a rapidly changing environment
Detail-oriented and able to analyze various sources of information that are relevant to the business
What We Offer:
Corporate culture based on integrity, respect, accountability and excellence
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills, competencies and potential
A generous benefits package starting on your first day of employment, including medical, dental, vision, disability, life insurance, 401k match, paid time off
A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
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.
Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.