Customer Account Specialist

Customer Account Specialist

The Customer Account Specialist determines supply chain solutions and manages order fulfillment and communication for multiple B2B customers. They build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.

Communicate with customers, sales, transportation, mills, technical associates, claims, billing, and credit departments. Manage the account needs, including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.

Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer’s needs while managing the cost to serve.

Execute and oversee customer orders on time using various technology applications.

Serve as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.

Provide solutions for orders that are not able to meet the customer’s needs. Customer Account Specialists have the discretion and autonomy to interface with customers, production planning, and logistics teams to drive decisions to meet customer requirements.

Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary.

Balance service solutions with the cost to serve, including minimizing excess freight costs and aged inventory.

Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates.

Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels.

Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle.

Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve.

Visit customers to develop relationships and become educated on the needs of their business.

Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction.

Provide solution options as necessary in response to unexpected events.

Track and reconcile weekly/monthly metrics versus established targets.

Utilize data from various sources for optimal decision-making.

Advise on and implement process improvements.

Metrics include: On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense.

Requirements to Succeed

Bachelor’s degree in business or supply chain, or 2-5 years of B2B customer service experience preferred.

Strong verbal and written communication skills with the ability to engage with all levels, including Executive and Senior management.

High level of proficiency in MS Office, especially Excel.

Problem-solving skills and ability to work with cross-functional partners to resolve issues to maintain customer satisfaction.

Time management skills to complete all tasks timely, accurately, and completely.

Drive to provide a high level of customer satisfaction.

What we offer

Corporate culture based on loyalty, integrity, & respect.

Comprehensive training with numerous learning and development opportunities.

An attractive salary reflecting skills, competencies, and potential.

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 safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.