The Opportunity
We are seeking a detail\u2011oriented Customer Service / Sales Support Representative to support the sales team, manage production workflow coordination, and serve as a key point of contact for customers. This role is responsible for order entry, customer communication, sales reporting, and resolving order or inventory issues. The position plays a vital role in maintaining accurate customer records, supporting sales metrics, and delivering a positive customer experience in a fast\u2011paced environment.
Key Responsibilities
Support the sales team by providing customer information, metrics, and general sales support.
Consolidate, analyze, and distribute daily action summaries to management.
Provide product, pricing, and promotional information by clarifying customer requests and responding to inquiries.
Prepare and distribute sales tracking reports comparing sales versus projections.
Maintain and update customer profiles and history in the customer database.
Prepare and distribute monthly reports and assist with sales presentation materials.
Communicate directly with customers and sales representatives regarding order details and questions.
Enter customer orders accurately and verify order details with each customer interaction.
Update customer records with every contact or order entry.
Process payments for orders, including entering payment information and authorizing credit card transactions when applicable.
Verify all orders for accuracy prior to release.
Process assigned orders from multiple channels while meeting productivity and accuracy targets.
Investigate and resolve order, inventory, and fulfillment issues; communicate solutions to customers and management.
Print and assemble orders promptly according to established guidelines.
Communicate customer complaints and inquiries to appropriate departments and assist with credit issuance when required.
Maintain timely communication with internal departments regarding order questions or changes.
Meet monthly and yearly performance metrics for production, accuracy, and service levels.
Assist customers directly in the absence of or at the request of sales representatives.
Back up other Customer Service team functions as needed.
Follow all supply chain guidelines, policies, and procedures.
Perform additional duties as assigned.
What You Need to Succeed
High school diploma or GED required.
Minimum of 6 months to 3-5 years of related experience in customer service, sales support, or order management.
Proficiency with Microsoft Office applications, including Word and Excel.
Strong written and verbal communication skills via phone and email.
Excellent interpersonal and customer\u2011service skills.
Strong organizational skills with the ability to manage time and priorities effectively.
Ability to work successfully in a fast\u2011paced environment.
High attention to detail with accuracy in data entry and reporting.
Reliable attendance and dependability.
Willingness to work overtime as needed.
Ability to perform essential job functions with or without reasonable accommodation.
What We Offer
A workplace culture built on integrity, respect, accountability, and excellence.
Comprehensive training with opportunities for professional growth and development.
Competitive compensation based on experience, skills, and performance.
A career with a global packaging leader where Safety, Sustainability, and Inclusion are foundational to daily operations and long\u2011term success.
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.
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.
