General Information
Job ID
ATR50013
Posting Job Title
Anlst, Sls Eff & Ops
Locations
GA Atlanta Headquarters
Employment Type
Full Time
Date Posted
01-Apr-2025
Relocation Support
No
Description & Requirements
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 (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.
How you will impact Smurfit Westrock:
The Customer Account Specialist determines supply chain solutions and manages order fulfillment and communication for multiple B2B customers. They build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.
- Communicate with customers, sales, transportation, mills, technical associates, claims, billing, and credit departments. Manage the account needs, including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
- Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer’s needs while managing the cost to serve
- Execute and oversee customer orders on time using various technology applications
- Serve as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
- Provide solutions for orders that are not able to meet the customer’s needs. Customer Account Specialists have the discretion and autonomy to interface with customers, production planning, and logistics teams to drive decisions to meet customer requirements.
- Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
- Balance service solutions with the cost to serve, including minimizing excess freight costs and aged inventory
- Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
- Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize 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
- Visit customers to develop relationships and become educated on the needs of their business
- Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
- Provide solution options as necessary in response to unexpected events
- 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 Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess
Freight Expense
Requirements to Succeed:
- Bachelor’s degree in business or supply chain, or 2-5 years of B2B customer service experience preferred
- Strong verbal and written communication skills with the ability to engage with all levels, including Executive and Senior management
- High level of proficiency in MS Office, especially Excel
- Problem-solving skills and ability to work with cross-functional partners to resolve issues to maintain customer satisfaction
- Time management skills to complete all tasks timely, accurately, and completely
- Drive to provide a high level of customer satisfaction
What we offer:
- Corporate culture based on loyalty, integrity, & respect.
- 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.
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.