Sr. Coord, Customer Service

Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate. The Opportunity

A Customer Service Coordinator is responsible for managing customer relationships, receiving and processing orders, coordinating production workflow, and ensuring timely and accurate delivery of products. This role requires strong knowledge of company products, pricing structures, manufacturing processes, and delivery capabilities. The Account Manager serves as a key liaison between customers, sales, and manufacturing to ensure customer satisfaction and efficient execution of orders.

Key Responsibilities

• Receive, record, and process customer orders accurately.
• Respond to customer inquiries regarding pricing, product availability, and product suitability.
• Prepare quotes and estimates based on customer requirements and company pricing guidelines.
• Coordinate new business review projects and provide daily production status updates.
• Review inventory levels and order materials from approved vendors as needed.
• Schedule and prioritize customer orders to meet delivery requirements.
• Arrange shipments using established carriers.
• Research, document, and resolve customer complaints within established guidelines; escalate complex issues as needed.
• Assist with the recovery of aged receivables.
• Coordinate internal resources to provide valueadded services to customers.
• Build strong, longterm customer relationships that support product, pricing, and service strategies.
• Support sales leadership and sales team in developing new market opportunities.
• Perform additional departmental duties as assigned.

What You Need to Succeed

• Associate or Bachelors degree preferred, or equivalent experience in a related field.
• Minimum of 25 years of customer service or account management experience.
• Strong understanding of business processes, pricing structures, and order fulfillment.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Solid numerical and analytical skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to learn machine capabilities, pricing strategies, and estimating.
• Experience with data entry systems; AS400 experience preferred.
• Proven problemsolving skills.
• Ability to thrive in a teamoriented environment.
• Willingness to work overtime and travel occasionally as business needs require.

Working Conditions

• Regular dayshift position
• Overtime as needed
• Occasional travel

What We Offer

• A workplace culture built on integrity, respect, accountability, and excellence .
• Comprehensive training and ongoing professional development opportunities.
• Competitive compensation aligned with experience, skills, and performance.
• A career with a global packaging leader where Safety, Sustainability, and Inclusion are core business drivers.

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.