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Mgr II, Customer Service - Military Veterans

at WestRock

Description & Requirements

WestRock (NYSE :WRK) 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 more fiber-based packaging forward.

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 WestRock:

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

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

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

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

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

• 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

• 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

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

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

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

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

What you need to succeed:

• High School diploma or G.E.D.

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

• Previous experience in manufacturing industry is preferred

• Proven track record of building relationships, customer service, and negotiations

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

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

• Demonstrate a customer-oriented mindset and ability to operate with customers' best interests in mind

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

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

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

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.

Richmond, VA


“The people of WestRock are what differentiate us in the marketplace and will help us become the premier provider of packaging around the world.” —Steve Voorhees, CEO This is an exciting time at WestRock, a leading provider of differentiated paper and packaging solutions. We believe that Packaging Matters™ in building trust, influencing purchasing, and educating consumers, and we apply that belief to every project. Our strong foundation of talented, motivated experts provide customers with sustainable paper and packaging solutions around the world. Working together, we have a tremendous opportunity to define our company culture, grow our business and provide long-term solutions for our employees. With such an expansive operation, we can offer you a challenging and rewarding career opportunity.

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