Customer Service Account Specialist

5 days ago

Halifax, Nova Scotia, Canada Avature Full time
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.

The Opportunity:

The Specialist, Customer Service is responsible for the management of assigned customer accounts. This includes making decisions to manage these accounts in the most cost-effective and efficient way that not only affects customers but includes the mill operations, transportation, inventory, and warehousing. This requires developing relationships with customers, evaluating customer needs, and formulating plans to manage the customer's order to cash experience for an enterprise-wide, multi-mill operations system.

How you will impact Smurfit WestRock:

The Specialist, Customer Service will communicate with customers, sales, transportation, mills, technical associates, claims, billing, and credit departments. The position will provide account management and maintain master file data, handle trials, load optimization, delivery tracking, and creating/maintaining reporting to customers.

What you need to succeed:

- Responsible for enterprise-wide product knowledge and corresponding mill standards and be able to make determinations of how to match with the customer's requirements and business needs.
- Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements.
- Proactively identify issues that may inhibit customer satisfaction.
- Process orders received from customers and sales team on a timely basis, using various technology applications.
- Transportation mode planning for excess freight reduction.
- Manage customer-specific inventory to minimize aged inventory.
- Provide prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.
- Track orders and initiate changes per customer or sales requests to ensure on-time delivery.
- Analyze inventory levels and make decisions to fill orders from inventory to best improve delivery time and manage to the lowest inventory levels.
- Act as a liaison between customers, Production Planning, and logistics throughout the order-to-cash cycle.
- Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve.
- Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business.
- Work both independently and with the business unit team to manage customer needs.
- Participate in a collaborative, cross-functional Sales Planning process; measuring and developing actionable improvement plans for key performance metrics.
- Provide short-term plan adjustments as necessary in response to unexpected events.
- Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKUs.
- Track and reconcile weekly/monthly metrics versus established targets.
- Utilize data from various sources for optimal decision making.
- Advise on and implement process improvements.

Metrics include: On-Time Shipment, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Reduction.

Requirements to Succeed:

- Bachelor's degree preferred – preferably in one of the following disciplines: business, supply chain, or industrial engineering.
- Experience in customer service, account relationship, and order management.
- Strong problem-solving and verbal skills with ability to communicate with all levels including Executive and Senior management.
- High level of proficiency in MS Excel.
- Ability to work with cross-functional team partners to resolve issues to maintain customer satisfaction.
- Work proactively to complete all tasks timely, accurately, and completely.
- Experience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus.

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

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.

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