Customer Service Account Supervisor - Holland, MI

Holland | Michigan | United States

About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at

Customer Service Account Supervisor - Holland, MI

79 Clover Ave
Holland, Michigan, 49423
United States


  • Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.

  • Serves as primary contact between Sales, customer and internal production operations.

  • Assists customers at the request of or in the absence of sales.

  • Develops project time lines and monitors to ensure on-time delivery.

  • Initiates, tracks, organizes, prioritizes and monitors multiple projects through development, production and fulfillment.

  • Stays informed of the status of jobs at all times so customer questions can be readily answered.

  • Uses creative problem solving to achieve sales and customer objectives.

  • Provides prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.

  • Effectively communicates customer expectations to Planning and Scheduling.

  • Gathers input, evaluates and makes recommendations from technical standpoint concerning cost, production schedule, etc. based on customer needs.

  • Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re-estimation.

  • Receives, evaluates and distributes customer supplied materials and/or information to appropriate department(s).

  • Interprets requests for developmental and other artwork and communicates needs to appropriate department(s).

  • Monitors and adjusts customer finished goods inventory levels.  Prepares accurate monthly finished goods inventory report.

  • Prepares quotations and presents appropriate quotes for customers both internal and external as required.

  • Coordinates outside services as required.  Selects appropriate vendors and negotiates prices.

  • Orders paper from suppliers using a blanket purchase order.

  • Tracks/expedites orders internally and with outside vendors.

  • Reviews costing and invoicing to ensure agreement with signed quotes.

  • Works with clients and the Sefton Group to build, manage, and update the Print Store as required.

  • Is always "on call" to answer production questions.

  • Maintains accurate, written record of all events. Alerts both internal staff and customer if significant problems affect either scheduled delivery or final job cost (e.g., heavy, multiple customer alterations).

  • Assists sales in technical communications to customers.

  • Backs up other areas of Customer Service as needed.

  • Performs other job duties as assigned.



  • High school diploma or G.E.D. Associate’s degree (AA) or equivalent from two-year college or technical school preferred.

  • Minimum 3-5 years' experience in related field required.

  • Demonstrates understanding of product/project specifications.

  • Demonstrates competence using various software applications and certifications, such as Microsoft Office (Word and Excel)

  • Communicates effectively via telephone and email.

  • Demonstrates effective interpersonal communication skills.

  • Is well-organized and able to manage time efficiently.

  • Functions effectively in a fast-paced environment.

  • Must be reliable and dependable.

  • Must be accurate and thorough when capturing and communicating data.

  • Must be able to perform essential functions of job, with or without reasonable accommodations.


#MI Westrock Company is an equal opportunity employer committed to creating and maintaining a diverse workforce: Minorities/Females/Disabled/Veterans.

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