Customer Service Supervisor Job detail

Customer Service Supervisor – Kennesaw, GA 

The opportunity:

The Customer Service Supervisor (CSS) serves as the face of WestRock to customers as a critical liaison between the customer, sales, and production operations teams. The CSS simultaneously provides support to the Customer Service Manager by coaching and guiding Customer Service Representatives aligned to a business unit or area, participating in strategic initiatives for the plant and company, and partnering with internal partners and customers to achieve optimal customer satisfaction.

How you will impact Smurfit Westrock:

Business Excellence 

• Oversee the tactical execution of tasks by the Customer Service Representatives and ensure alignment with the planning and shipping department
• Participate in daily cross-functional production meetings to keep apprised of production issues and impacts to customer service and plant-level and corporate initiatives 
• Partner with production, shipping, maintenance, quality, safety, and scheduling teams to review product backlog and production performance and identify opportunities to optimize functional efficiencies 
• Review plant shipment log to understand production, shipments, and machine status data to proactively communicate status to customers and Customer Sales Representatives and provide revised product ETAs as necessary 
• 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 
• Activate pricing and review items within the order entry system (Kiwi ESP) to enable Customer Service Representatives to meet customer needs  
• Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary 
• Escalate customer issues as necessary and align with Area Customer Service Manager on actions to resolve issues 
• Participate in projects supporting plant 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 
• Ensure customer satisfaction through efficient scheduling

People and Culture 

• 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 
• Communicate daily with Customer Service Representatives to ensure that they are apprised of all information impacting production and their customers (e.g. logistics or production delays) and contact customers accordingly 
• Communicate all information relating to special projects with customer service team and cross functional partners (including production team, shipping department, Quality and Safety Managers, etc.) to ensure all stakeholders are aware of production and customer impacts and changes, to ensure that business runs smoothly 
• Communicate larger expenditures to leadership (e.g. production equipment to support customer orders) to ensure visibility and alignment 
• Coach and guide Customer Service Representatives to effectively resolve customer issues 
• Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance 
• Onboard and train Customer Service Representatives on how to capture orders and build estimates in the order entry system 
• Gather feedback and insights from Customer Service Representatives and share broadly across the team and with stakeholders (e.g. specialized reports, technology short cuts) 
• Complete performance assessments of Customer Service Representatives based on their performance related to key initiatives and goals including supporting documentation, opportunities for improvement, and input for performance appraisals for review and validation by Customer Service 

Manager Critical Skills / Capabilities: 

• Customer-Oriented: Proactively assesses and effectively resolves customer issues quickly; proactively communicates with customers to ensure alignment and satisfaction; ensures that quality improvements meet the needs and expectations of a diverse customer base; consistently operates with customers' best interests in mind 
• Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively 
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively
• Coaching: Demonstrates basic understanding of the individual and organizational benefits of career development; provides feedback to direct reports and/or peers on job skills and personal behavior; identifies employees’ areas of strengths and developmental needs 

Technical Skills: 

• Required: Moderate computer skills (e.g. Microsoft Office) 
• Preferred: Order entry system (e.g. AS/400, Kiwi ESP)
• Preferred: Purchasing system (PCS)

Work Environment: 

• Constantly works indoors, in an environment that is climate controlled 
• The role is mostly sedentary, which entails sitting or being stationary most of the time and walking/standing or being mobile occasionally 
• Noisy work environment; maintain strict adherence to safety rules and regulations 

Experience: 

• Required: 3 to 5 years of customer service-related work experience 
• Preferred: 3 to 5 years of manufacturing industry experience 
• Preferred: 3 to 5 years in the corrugated industry Education: 
• Required: High School Diploma or G.E.D. 
• Preferred: associate or bachelor’s degree