Customer Service Advocate

Customer Solution Advocate

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 shared 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.

The Opportunity

The Customer Service Advocate will serve as a support for the Fort Worth, TX and will be responsible for receiving and processing material orders directly from customers via telephone, email, or fax, in a timely and accurate manner. Requires detailed data entry into company designed computer system and communication with internal resources regarding needs of client.

Hours: 9am-6pm

Schedule: Monday - Friday

Pay Rate: $22-25/hr. DOE

How You Will Impact Victory Packaging, A WestRock Company

• Receive order data from sales representatives.
• Receives and enters order data into computer system.
• Informs customers of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
• Prints shipment documents for processing by warehouse.
• Receives and resolves most customer complaints.
• Tracks returned merchandise reason codes and adjusts improve service quality.
• Consults with production, warehouse, and drivers to expedite or trace missing or delayed shipments.
• Compiles quality measures and prepares various reports for management.
• Closely follows all established policies, guidelines and pricing for customer accounts and service.
• Works closely with sales team to identify new opportunities for customers.
• Provides timely feedback to management team regarding service failures or customer concerns.
• Partners with sales representative and warehouse team to meet and exceed customer's expectations

What You Need To Succeed

• Some college preferred.
• Six (6) months customer service experience or six (6) months experience in an office environment.
• Analytical skills - Highly effective analytical skills, ability to quickly identify and understand problems and select appropriate resolutions.
• Interpersonal, verbal, and written communication skills.
• Fluency in English required, verbal and written; bilingual skills preferred for some locations.
• Excellent speed and accuracy in data entry skills (prefer 60 wpm).
• Ability to create and edit documents in MS Office: Word and Excel.
• Ability to identify issues and communicate with team or management.
• Available to work the last day of each month to process closing of month end.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands and fingers to type or handle. The employee is occasionally required to stand, walk, sit, stoop, kneel or crouch.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Benefits Offered

• Victory Packaging offers a variety of benefits and group health insurance options, the premium costs of which are currently shared by employees and WestRock (e.g., health, dental, vision, disability, flexible spending account, HSA, life insurance, paid time off, employee assistance program, matching 401K)

Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.

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.