Customer Account Specialist

About the Role

The Customer Account Specialist is responsible for successfully managing customer accounts and the day-to-day operations of the order fulfillment process for Smurfit Westrock Missouri / Arkansas locations.

Key Responsibilities

• Manage customer accounts.
• Oversee day-to-day operations of the order fulfillment process.
• Handle order management.
• Manage inventory for ongoing business.
• Quote new business.
• Serve as the main point of contact for customer inquiries on status of accounts, orders, and shipments.
• Assist the sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities.
• Develop strong internal working relationships to support and promote efficient, timely, and accurate response to customer expectations.
• Ensure total customer satisfaction and on-time delivery by coordinating and processing daily delivery schedules with scheduling and the shipping department and communicating same with sales, management, and the customer.
• Play a part in determining the best supply chain solution to maximize service and minimize costs.
• Manage and track customer warehouse products to ensure availability and min/max levels while managing overruns and underruns.
• Analyze monthly usages and re-stocking per customer.
• Address customer complaints and questions, seeking aid from sales and management as necessary.
• Maintain proper checks and balances for optimum cost benefits relative to margin and customer pricing.
• Understand cost information and identify opportunities for cost containment and margin improvement.
• Ensure accurate product pricing for invoicing.
• Negotiate win-win solutions for customers’ order fulfillment, if necessary, to accommodate for production and shipment delays.
• Ensure customers receive quality, consistency, and responsiveness.

Requirements & Tech Stack

• MS Office Suite proficiency.
• Ability to learn multiple system interfaces.

Qualifications

• Experience in Customer Service or Account Management within a manufacturing environment.
• HS or GED required; degree preferred.
• Excellent communication skills.
• Excellent problem-solving skills.
• Ability to react within a rapidly changing environment.
• Detail-oriented.
• Ability to analyze various sources of information relevant to the business.
• Ability to perform several tasks concurrently with ease and professionalism.
• Knowledge and understanding of sales policies, business plan goals, and customer requirements.
• Must undergo a drug screening after receiving a conditional job offer, but before starting employment.