Customer Service Manager Position Available In Gibson, Tennessee

Job

ID ATR52614

Posting Job Title Customer Service Manager
Locations TN Humboldt
Employment Type Full Time
Date Posted 23-Jun-2025
Relocation Support Yes
Description & Requirements
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 d 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.
At Smurfit Westrock, we don’t just offer a job – we offer a long-term career with a clear path of advancement in a thriving, dynamic environment. Join us and be a part of a world-class team that’s shaping the future of packaging.

Career Opportunity:

As a Customer Service Manager (CSM), you will function as a critical liaison between the customer, sales, and production operations teams. As a Customer Service Manager (CSM), you will simultaneously provide support to the leadership team by coaching and guiding Customer Account Specialists, executing strategic initiatives for the plant andpany, and partnering with internal customers and partners to achieve the highest level of customer satisfaction. As a Smurfit Westrock employee, you will be empowered to develop yourself through a culture of training to give you the tools to aplish your best work and satisfy the customer.
How you will impact

Smurfit Westrock:

Manage customer accounts, as necessary. Manage, coach, guide, and oversee the tactical execution of tasks by the Customer Account Specialist team.
Daily review of production backlog to understand planning, machine status, and shipping data to proactivelymunicate status to customers, sales teams, and plant leadership. Review customer specifications and new items in the order processing system to ensure all elements are captured and supporting documentation is included for efficient processing and production.
Serve as an escalated point of contact for customer issues by supporting Customer Account Specialist with issue remediation and escalate to leadership as needed.
Continuously gather feedback,municate with Customer Account Specialists, manufacturing partners, and sales to align with the current state and ensure operational efficiencies are achieved to meet customer needs. Partner with production, shipping, maintenance, quality, and planning teams to review production performance to identify opportunities to optimize functional efficiencies.
Onboard and train Customer Account Specialists on specific topics or best practices to enhance their understanding and performance.
Works with the Customer Account Specialists to proactively track order activity and inventory levels and alert appropriate staff/customers of any potential issues.
Participate in projects supporting plant orpanywide strategic initiatives (e.g., margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and rmendations. Communicate projects to Customer Service team.
Complete performance assessments of Customer Account Specialists based on their performance related to key objectives, initiatives, and goals.
What you need to succeed:
High School diploma or G.E.D. Required; Associate/Bachelor’s degree, preferred.
Must have 3+ years of customer service leadership experience. 5+ years of customer service experience in the manufacturing industry and/or corrugated industry is preferred.
Proven record of aplishment of building relationships, customer service, and negotiations
Ability to adaptmunication and interpersonal style to engage and influence a variety of internal and external partners.
Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, trainer, and mentor.
Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind. Strongmunication, collaboration, and problem-solving skills toplete a task or achieve amon goal and ensure a great customer experience while demonstrating empathy.
Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise. Ability to plan, monitor, and prioritize tasks to ensure achievement of desired results; establish a systematic course of action to aplish objectives through multi-tasking and ability to forward-think.
Demonstrateanizational and time management skills to ensure achievement of desired results. Work within a fast-paced, team environment and partner with internal departments to achieve goals and satisfy customers.

What we offer:

Corporate culture based on integrity, respect, accountability, and excellence.
Comprehensive training with numerous learning and development opportunities
An attractive salary reflecting skills,petencies, and potential.
A career with a global packagingpany w Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.
Generous benefits including 401 K Matching, Medical, Dental, Vision all starting day one. Stock Purchase Program, Tuition Reimbursement, and Wellness program. Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.
Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce w 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.