Customer Service Manager

Customer Service Manager

• Hendersonville, NC This is onsite position The opportunity: Safety is at the core of everything we do.

The Customer Service Manager helps reinforce this value by promoting safe practices, supporting a culture of care, and ensuring that all processes and communications reflect our commitment to keeping our employees and customers safe. As a Customer Service Manager (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: Bachelor's degree from a four-year college or university or equivalent work experience Must have 5+ years of customer service-related work experience Previous experience in manufacturing industry is highly preferred Proven track record of building relationships, customer service, and negotiations Experience with process improvement/lean management 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 What we offer: Immediate comprehensive health coverage

• Medical, Dental, and Vision benefits available on day one Strong retirement support
• 401(k) with company match plus an additional annual company contribution from Smurfit Westrock Work life balance built in
• 15 days of paid vacation and 12 paid holidays Robust total rewards package including: Company‑paid Short‑Term and Long‑Term Disability Insurance Company‑paid basic life insurance Tuition Reimbursement to support continuous learning and career growth Values‑driven culture rooted in integrity, respect, accountability, and excellence Comprehensive training and development
• hands on onboarding, ongoing learning, and opportunities to expand skills across operations Competitive compensation aligned with your skills, capabilities, and long‑term potential A career with purpose at a global packaging leader where Sustainability, Safety, and Inclusion are foundational to daily work and long‑term business success