Customer Service Manager

1 week ago

Clinton, United States WestRock Company Full time

The Opportunity:

The Manager, Customer Service is directly responsible for leading and developing their team(s) while delivering world-class customer service to our internal and external customers. Proactively manage departmental metrics that impact cost (e.g., order accuracy, pricing, customer expectations, on time delivery, communication). Foster a team atmosphere, provide vision, and demonstrate support of the company’s core processes. Ultimately responsible for leading the Customer Service team(s) in a way that promotes strong customer relationships, while partnering with Operations, Sales, and other functions.

How you will impact Smurfit Westrock:

  • Ensures assigned staff meets performance and quality goals on a daily basis.
  • Identifies, documents and drives departmental metrics including on time deliveries, NCRs, invoice cycles, credit processing, and any other metrics required by the company.
  • Ensures staffing is appropriate to meet workload requirements, customer driven and productivity standards.
  • Manages employee performance by setting goals and consistently holding them accountable for meeting performance standards.
  • Conducts monthly performance reviews and provides direct written feedback to team.
  • Ensures direct reports have professional development plans and that those plans are executed in the timeframes specified to meet the needs and goals of the employees.
  • Ensures plant level collaboration and participation in the daily production review meetings.
  • Represents the collective need of customer service in local plant operations meetings and discussions.
  • Leads integration of local customer service into Consumer Packaging customer service organization and ensure new process adherence
  • Ensures training is conducted in Safety, GMPs, Quality systems rules and procedures.
  • Functions well in a fast-paced environment and manages competing priorities.
  • Makes sound operational decisions.
  • Understands the functions and capabilities of various departments and uses those resources effectively.
  • Analyzes root causes and solves issues quickly and effectively, allowing resolution to be provided to customers.
  • Uses data to improve productivity and efficiency.
  • Leads, motivates, and inspires individual employees and teams.
  • Manages conflict effectively.
  • Serves as a change agent.
  • Seek ownership of issues and problems, seeing them through to resolution.
  • Ensures that team is trained effectively and therefore providing recognition of strong performance.
  • Builds collaborative relationships within the organization.
  • Escalates issues when necessary.


What you need:

  • Bachelor’s degree in business, or related field with at least 7 years of customer service experience, including 5 years of supervisor experience.
  • Effective interpersonal communication skills.
  • Proven ability to foster teamwork and motivate individual performers.
  • Able to partner effectively with others at all levels of the organization.
  • Process-oriented.


What we offer:

  • Corporate culture is based on integrity, respect, accountability, and excellence.
  • Comprehensive training with numerous learning and development opportunities.
  • An attractive salary reflecting skills, competencies, and potential.
  • Benefits package includes medical, dental, vision, life insurance, 401k with match and more
  • A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

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