WestRock Company
Customer Solution Strategist – Dayton Packaging Solutions
Schedule:
Monday‑Friday 8:30 am to 5 pm
The Opportunity The
Customer Solution Strategist
represents Smurfit Westrock Packaging Solutions for the customer and acts as a critical liaison between the customer, sales, and operations teams. The role involves processing routine customer orders, inquiries and issues, maintaining ongoing relationships with multiple customers and sales staff, and leveraging knowledge of products, logistics, production planning, and inventory management.
How You Will Impact Smurfit Westrock Business Excellence
Provide pricing, inventory availability and production schedule information to customers
Track warehouse inventories and update customers on order status
Run customized reports and share data with customers
Review customer credit information to ensure necessary credit is established for customer orders
Track order activity and alert appropriate staff of any potential delivery problems
Suggest alternative products or services to meet customer needs when appropriate
Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
Record, organize, and process orders and/or inquiries received by telephone, email, or personal customer contact
Obtain pricing for services and materials required for the manufacturing of customer items at a different facility
People and Culture
Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values
Partner with Quality Manager to resolve routine customer issues
Partner with Pre‑Pricing specialist to build customer specifications and review with production team to ensure efficient production
Quickly and effectively resolve customer or production issues while maintaining clear communication with customers on status and resolution
Critical Skills / Capabilities
Customer‑Oriented: Demonstrates concern for satisfying external and/or internal customers and resolves issues in a timely manner
Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non‑verbal methods
Collaboration: Works effectively with others to complete a task or achieve a common objective
Problem‑Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions
Growth and Results Oriented: Demonstrates a desire to learn, understand concepts, and set meaningful goals for personal productivity
Organizational Skills: Plans, arranges, and monitors work to ensure achievement of desired results
Technical Skills
Microsoft Office – Excel, Outlook, PowerPoint
Order entry system experience (e.g., AS/400)
Other Qualifications
Frequently using fingers to type with two hands
Occasionally reaching by extending fingers on one or two arms or two hands
Occasionally using fingers to grasp or pinch with two hands
Spoken exchange of ideas performed loudly 50–75 % of the time
Spoken exchange of ideas performed quickly 50–75 % of the time
Safe and accurate preparation and analysis of data and figures, monitoring a computer terminal, or inspecting small defects or parts
Work Environment
Constantly works indoors in a climate‑controlled environment
Role is frequently sedentary, involving sitting or being stationary
Occasionally stands or walks for 1–2 hours at a time
Noisy work environment; strict adherence to safety rules and regulations required
What You Need To Succeed
Required:
3+ years of customer service‑related work experience in a manufacturing environment or other industries
Preferred:
3 to 5 years of manufacturing industry experience
Preferred:
Previous sales background
Education
Required:
High School diploma or G.E.D.
Benefits and Compensation The starting rate is $28 hr, depending on role, level, and location. Benefits may include short‑term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, paid sick leave as required by applicable state/local law, 10 days of paid vacation, and 11 days of paid holidays, subject to annual change.
Your actual pay will be based on your work location and other factors such as skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.
Applicants are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.
Equal Opportunity Employer 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.
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Monday‑Friday 8:30 am to 5 pm
The Opportunity The
Customer Solution Strategist
represents Smurfit Westrock Packaging Solutions for the customer and acts as a critical liaison between the customer, sales, and operations teams. The role involves processing routine customer orders, inquiries and issues, maintaining ongoing relationships with multiple customers and sales staff, and leveraging knowledge of products, logistics, production planning, and inventory management.
How You Will Impact Smurfit Westrock Business Excellence
Provide pricing, inventory availability and production schedule information to customers
Track warehouse inventories and update customers on order status
Run customized reports and share data with customers
Review customer credit information to ensure necessary credit is established for customer orders
Track order activity and alert appropriate staff of any potential delivery problems
Suggest alternative products or services to meet customer needs when appropriate
Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues
Record, organize, and process orders and/or inquiries received by telephone, email, or personal customer contact
Obtain pricing for services and materials required for the manufacturing of customer items at a different facility
People and Culture
Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values
Partner with Quality Manager to resolve routine customer issues
Partner with Pre‑Pricing specialist to build customer specifications and review with production team to ensure efficient production
Quickly and effectively resolve customer or production issues while maintaining clear communication with customers on status and resolution
Critical Skills / Capabilities
Customer‑Oriented: Demonstrates concern for satisfying external and/or internal customers and resolves issues in a timely manner
Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non‑verbal methods
Collaboration: Works effectively with others to complete a task or achieve a common objective
Problem‑Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions
Growth and Results Oriented: Demonstrates a desire to learn, understand concepts, and set meaningful goals for personal productivity
Organizational Skills: Plans, arranges, and monitors work to ensure achievement of desired results
Technical Skills
Microsoft Office – Excel, Outlook, PowerPoint
Order entry system experience (e.g., AS/400)
Other Qualifications
Frequently using fingers to type with two hands
Occasionally reaching by extending fingers on one or two arms or two hands
Occasionally using fingers to grasp or pinch with two hands
Spoken exchange of ideas performed loudly 50–75 % of the time
Spoken exchange of ideas performed quickly 50–75 % of the time
Safe and accurate preparation and analysis of data and figures, monitoring a computer terminal, or inspecting small defects or parts
Work Environment
Constantly works indoors in a climate‑controlled environment
Role is frequently sedentary, involving sitting or being stationary
Occasionally stands or walks for 1–2 hours at a time
Noisy work environment; strict adherence to safety rules and regulations required
What You Need To Succeed
Required:
3+ years of customer service‑related work experience in a manufacturing environment or other industries
Preferred:
3 to 5 years of manufacturing industry experience
Preferred:
Previous sales background
Education
Required:
High School diploma or G.E.D.
Benefits and Compensation The starting rate is $28 hr, depending on role, level, and location. Benefits may include short‑term bonus incentive, health, dental and vision insurance, flexible spending accounts or health savings accounts, retirement savings plans, life and disability insurance programs, paid sick leave as required by applicable state/local law, 10 days of paid vacation, and 11 days of paid holidays, subject to annual change.
Your actual pay will be based on your work location and other factors such as skills, experience, and education. To learn more about the specific salary range for your preferred location, please contact your recruiter during the hiring process.
Applicants are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.
Equal Opportunity Employer 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.
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