Opportunity summary: 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:

　　High School diploma or G.E.D.

　　Must have 5+ years of customer service related work experience

　　Previous experience in manufacturing industry is preferred

　　Proven track record of building relationships, customer service, and negotiations

　　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

　　WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

　　WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. 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.