The Opportunity: As a Customer Service Manager - Beverage (CSM), you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

How you will impact Smurfit Westrock:

\u2022 Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize functional efficiencies

\u2022 Review invoicing and A/R communications to proactively identify and resolve discrepancies

\u2022 Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs

\u2022 Report out production status and forecast daily with production leadership and team to ensure customer needs are being met

\u2022 Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary

\u2022 Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations

\u2022 Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs

\u2022 Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives

\u2022 Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives

\u2022 Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues

\u2022 Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

What you need to succeed:

\u2022 High School diploma or G.E.D.

\u2022 Must have 5+ years of customer service-related work experience

\u2022 Previous experience in manufacturing industry is preferred

\u2022 Proven track record of building relationships, customer service, and negotiations

\u2022 Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners

\u2022 Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor

\u2022 Demonstrate a customer-oriented mindset and ability to operate with customers\u2019 best interests in mind

\u2022 Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions

\u2022 Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development

\u2022 Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

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.

• 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.

WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

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.