Customer Service Representative

Smurfit WestRock seeks a Customer Service Representative to support our sustainable packaging customers. In this manufacturing-focused role, you will manage orders, resolve issues, and provide responsive service for B2B clients. You'll enter and track orders, coordinate with production and logistics, and communicate shipment status. You'll troubleshoot problems, support continuous improvement, and uphold our safety and quality standards while contributing to our mission of innovative, sustainable paper-based packaging solutions.

Responsibilities

• Serve as primary contact for customer inquiries via phone and email
• Enter and track orders, changes, and returns in company systems
• Coordinate with manufacturing, scheduling, and logistics to meet delivery timelines
• Resolve customer issues, complaints, and service disruptions promptly
• Maintain accurate customer records and documentation
• Monitor order status and proactively communicate updates to customers
• Support continuous improvement and performance metrics in customer service
• Adhere to safety, quality, and compliance standards in a manufacturing environment

Required Skills

• Customer support software (CRM/ticketing)
• Order entry and management
• Basic ERP or manufacturing systems
• Data entry and documentation
• Email and phone communication
• Complaint resolution
• Knowledge of packaging/manufacturing basics
• Microsoft Office (Excel, Outlook, Word)
• Performance and quality metrics tracking
• Safety and compliance awareness