Sr. Coord, Customer Service

Account Manager Position

This position reports to the Customer Service Manager. The Account Manager position requires knowledge of the company's products, processes, pricing structures, and delivery capabilities. Under general supervision, the role involves receiving and recording orders from customers; offering established discounts or other considerations based on quantity, delivery date, product substitutions, production account inventory, sales liaison, and more. It requires communication, follow-up, and execution of job orders in manufacturing. Other duties as required.

Duties and Responsibilities

• Receives and records customer orders
• Responds to inquiries regarding pricing options, product availability, and suitability for customer processes
• Prepares quotes and estimates
• Coordinates new business review projects and updates production daily on status
• Checks inventories and orders materials from established vendors as necessary to complete customer order
• Schedules and/or prioritizes customer orders
• Arranges delivery through established carriers
• Records and researches complaints and provides resolutions within established parameters
• Refers more complex or sensitive complaints or problems to others for resolution
• Assists in recovery of aged receivables
• Coordinates use of other company resources to provide value-added services to accounts
• Develops strong client relationships over time that provide significant input to planning company product, price, and service strategies
• Supports manager and other sales professionals in developing new market opportunities in the designated territory or market
• Other departmental duties as assigned by manager

Knowledge, Skills & Abilities Required

• Ability to understand and apply department policies and procedures
• Good oral and written communication skills to effectively interact in person or otherwise with management, other employees, and external or internal customers or service providers
• Must have a very good knowledge of all MS Office applications
• Must have the ability to learn machine capabilities and development of pricing, pricing strategies, and estimating
• Must work well with numbers
• Strong attention to detail is a must
• Excellent problem-solving skills
• Data entry Systems - AS-400 desired
• Ability to thrive in a team environment

Education/Experience Required

• BA in Marketing or experience in a related field
• Minimum of 2-5 years' experience

Working Conditions

Regular day-shift position. Overtime if needed. Occasional travel.

Physical Requirements

No special requirements; must have the visual ability to read; must be sufficiently mobile as to access and operate equipment required to perform essential duties as described.

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 safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by state or federal law.