JobsUSACustomer Account Specialist
Company : WestRock Co
Location : Henrico, VA, 23231
Posted Date : 15 September 2025
Job Details
How you will impact Smurfit Westrock:
The Customer Account Specialist is responsible for determining supply chain solutions and managing order fulfillment and communication for multiple B2B customers. Customer Account Specialists build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.
Communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. Manage the account needs including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customers needs while managing the cost to serve
Execute and oversee customer orders in a timely manner using various technology applications
Serve as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
Provide solutions for orders that are not able to meet the customers needs. Customer Account Specialists have discretion and autonomy to interface with customers, production planning and logistics teams to drive decisions to meet customer requirements.
Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
Balance service solutions with the cost to serve including minimizing excess freight costs and aged inventory
Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels
Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle
Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
Visit customers to develop relationships and become educated on the needs of their business
Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
Provide solution options as necessary in response to unexpected events
Track and reconcile weekly/monthly metrics versus established targets
Utilize data from various sources for optimal decision making
Advise on and implement process improvements
Metrics include:
On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense
Requirements to Succeed:
Bachelors degree in business or supply chain, or 2-5 years of B2B customer service experience preferred
Strong verbal and written communication skills with ability to engage with all levels including Executive and Senior management
High level of proficiency in MS Office, especially Excel
Problem solving skills and ability to work with cross functional partners to resolve issues to maintain customer satisfaction
Time management skills to complete all tasks timely, accurately, and completely
Drive to provide a high level of customer satisfaction
Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.Recently Posted Jobs
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