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Senior Coordinator, Customer Service

2 months ago

Harrison, United States WestRock Company Full time

The Opportunity:

The Sr. Coordinator, Customer Service position requires knowledge of company’s products, processes, and delivery capabilities. Under general supervision, processes orders, shipping releases and complaints for customers, and serves as a liaison between the customer and the folding carton manufacturing facility.


How you will impact WestRock:

  • Work proactively to complete all tasks timely, accurately, and completely.
  • Initial point of contact for sales team, customers, and manufacturing
  • Develop strong client relationships that provide significant input to production planning and service strategies
  • Organize pre-production meetings for new customers, products, graphics, and structures
  • Coordinate processing of new graphics or structures with WestRock’s Home Office teams or other customer-specified outside facility
  • Manage customer graphics to ensure correct copy is produced and structure to ensure correct spec is produced
  • Assist in ordering paperboard, corrugated, and other materials by providing forecast information (timing & quantity)to scheduling and manufacturing
  • Manage VMI (Vendor Managed Inventory) processes, including creation and update of customer contracts
  • Receive and enter customer orders, shipping releases, and complaints for product manufactured in Harrison (and/or other WestRock Folding Carton plants, as necessary)
  • Assist in production planning and/or order prioritization by providing customer requirements to scheduling and manufacturing
  • Respond to customer inquiries regarding product availability, and provide inventory information, as requested
  • Manage and maintain inventory, FIFO (first in first out) as to prevent aging over 90 days
  • Assist in recovery of aged receivables
  • Must be willing to work flexible hours, when necessary
  • Promote teamwork at all levels within the company
  • Conform with and abide by all regulations policies, work procedures, safety rules, security procedures and instructions


What you need to Succeed:

  • Bachelor’s degree preferred
  • Customer service experience / account management preferred
  • AS400 experience preferred
  • Knowledge of the carton folding industry and products a plus
  • Excellent computer skills-MS Office Word, Excel, PowerPoint, and Outlook
  • Occasional travel required
  • Strong written and oral communication skills
  • Effective listening skills such as active listening ability to commit, and not making assumptions
  • Excellent organizational skills to include follow-up, accountability, and spreadsheet management
  • Ability to easily adapt to fluctuations in business cycles and workload while keeping punctuality intact
  • Excellent problem-solving skills
  • Be comfortable working independently and within a team environment
  • Ability to work through conflict situations
  • Must be able to manage and prioritize daily deadlines, as well as multiple customer and manufacturing requests

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 career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.


WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. 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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