WestRock Company · 7 hours ago
Sr Customer Service Coordinator
Knoxville, TN
Full-time
Onsite
Mid, Senior Level
3+ years expWestRock Company is a global leader in sustainable paper and packaging solutions. The Sr Customer Service Coordinator will serve as a critical liaison between customers, sales, and operations teams, ensuring excellent service and maintaining strong customer relationships while adhering to safety and quality regulations.
CommercialManufacturingPackaging ServicesPaper ManufacturingSustainability
Responsibilities
Execute job duties in a safe and efficient manner
Compliance with Safety policies and Safety expectations
Each person, regardless of role or position, is responsible for Food Packaging Safety and Quality and GMP
Report any issue or event that poses a risk to employee safety, the environment and facilities, or food packaging safety and quality
Ensure that a safe workplace is always maintained and that the habits and practices of every employee hold safety as the top priority
Create and maintain a strong safety culture
Compliance of all employees and processes with all food safety and quality regulations (SQF, HACCP) as well as ISO regulations
Represent WestRock to the customer and act as a critical liaison between the customer, sales, and operations teams
Receive and process routine customer orders, inquiries, and/or customer issues related to orders
Maintain the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management
Represent WestRock values and deliver excellent service through each interaction
Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact
Run customized reports and share data with customers
Provide pricing, inventory availability and production schedule information to customers
Track order activity and alert appropriate staff to any potential delivery problems
Partner with Quality Manager to resolve routine customer issues
Suggest alternative products or services to meet customer needs when appropriate
Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction
Track warehouse inventories and update customers on order status
Quickly and effectively resolve customer or production issues by maintaining clear communication with customers on status and resolution
Keep area in specs within all 5S requirements
Work in a fast-paced environment. Complete tasks in a timely manner
Follow all applicable policies, procedures, and instructions
Participate in continuous improvement activities, corrective actions, plant/corporate safety events, and training
Qualification
Required
High school diploma or equivalent required
Must have 3+ years of customer service-related work experience
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
Proficient in Microsoft Office Programs (Word, Excel, PowerPoint, Outlook)
Preferred
Previous experience in the manufacturing industry
Benefits
Medical, Dental and Vision benefits available immediately
401K with company match
80 hours of Paid Time Off and 11 Paid Holidays
Other benefits such as company paid Long-Term & Short-Term Disability, Tuition Assistance and more
Comprehensive training with numerous learning and development opportunities
Company
WestRock Company
Smurfit Westrock is the global leader of paper-based packaging solutions.
10001+ employees
H1B Sponsorship
WestRock Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (14)
2023 (25)
2022 (8)
2021 (24)
2020 (21)
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-09-12Acquired
2015-07-02IPO
Leadership Team
S
Samuel Shoemaker
President, Consumer Packaging
Recent News
2026-01-09
Company data provided by crunchbase