Job Information
WestRock Company Customer Service Manager - Clinton, IA in Clinton, Iowa
The Opportunity: The Manager, Customer Service is directly responsible for leading and developing their team(s) while delivering world-class customer service to our internal and external customers. Proactively manage departmental metrics that impact cost (e.g., order accuracy, pricing, customer expectations, on time delivery, communication). Foster a team atmosphere, provide vision, and demonstrate support of the company\u2019s core processes. Ultimately responsible for leading the Customer Service team(s) in a way that promotes strong customer relationships, while partnering with Operations, Sales, and other functions.
How you will impact Smurfit Westrock:
Ensures assigned staff meets performance and quality goals on a daily basis.
Identifies, documents and drives departmental metrics including on time deliveries, NCRs, invoice cycles, credit processing, and any other metrics required by the company.
Ensures staffing is appropriate to meet workload requirements, customer driven and productivity standards.
Manages employee performance by setting goals and consistently holding them accountable for meeting performance standards.
Conducts monthly performance reviews and provides direct written feedback to team.
Ensures direct reports have professional development plans and that those plans are executed in the timeframes specified to meet the needs and goals of the employees.
Ensures plant level collaboration and participation in the daily production review meetings.
Represents the collective need of customer service in local plant operations meetings and discussions.
Leads integration of local customer service into Consumer Packaging customer service organization and ensure new process adherence
Ensures training is conducted in Safety, GMPs, Quality systems rules and procedures.
Functions well in a fast-paced environment and manages competing priorities.
Makes sound operational decisions.
Understands the functions and capabilities of various departments and uses those resources effectively.
Analyzes root causes and solves issues quickly and effectively, allowing resolution to be provided to customers.
Uses data to improve productivity and efficiency.
Leads, motivates, and inspires individual employees and teams.
Manages conflict effectively.
Serves as a change agent.
Seek ownership of issues and problems, seeing them through to resolution.
Ensures that team is trained effectively and therefore providing recognition of strong performance.
Builds collaborative relationships within the organization.
Escalates issues when necessary.
What you need to succeed:
Bachelor\u2019s degree in business, or related field with at least 7 years of customer service experience, including 5 years of supervisor experience.
Effective interpersonal communication skills.
Proven ability to foster teamwork and motivate individual performers.
Able to partner effectively with others at all levels of the organization.
Process-oriented.
What we offer:
Corporate culture is 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.
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 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.