Customer Solutions Specialist/Production Planner - Sandy Springs, GA

Sandy Springs / Georgia / United States

About WestRock
About WestRock 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 Solutions Specialist/Production Planner - Sandy Springs, GA

3950 Shackleford Rd, Hampton Green
Duluth, Georgia, 30096
United States

The opportunity:

The Customer Solutions Specialist/Production Planner is a hybrid role combining the efforts of our Customer Solutions Team and Production Planning Team.  This position will manage a group of accounts to ensure customer satisfaction and will be responsible for the daily scheduling and trimming of the machines that produce Kraft Paper.  This position is responsible for account, order and inventory management for a designated group of accounts and will work closely with all customer service groups, mill personnel, and transportation staff to manage the mill production schedule in a manner that allows for an orderly flow of production to customers, while minimizing costs. 

Metrics include: On-Time Shipment, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, Excess Freight, Trim Percentage, Days Trimmed Out, Days Late Order Percentage, and Truck/Intermodal/Rail Utilization


How you will impact WestRock:

On a daily basis, the Customer Solutions Specialist/Production Planner will communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments.  The position will provide account management and maintain master file data, handle trials, machine outage planning, load optimization, delivery tracking, creating/maintaining reporting to customers; solicitation of trim orders and management of monthly orders to forecast.


The position is a hybrid role and will handle the responsibilities of a Customer Solutions Specialist and a Production Planner.


The primary responsibilities of the Customer Solutions Specialist position are:

  • Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements

  • Proactively identify issues that may inhibit customer satisfaction

  • Develop and maintain a strong relationship with our customer base and sales team

  • Serve as primary contact between Sales, the customer and internal production operations

  • Process orders received from customers and sales team on a timely basis, using various technology applications

  • Transportation mode planning for excess freight reduction

  • Manage customer specific inventory to minimize aged inventory

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

  • Track orders, initiating changes and expediting per customer or sales requests, to ensure on-time delivery

 The primary responsibilities of the Production Planner position are:

  • Ensuring that 3-7 days of trimmed schedule (batches) is maintained at all assigned mills to allow for improved transportation planning
  • Working with the Master Scheduler and other Production Planners to balance mill backlogs, meet on-time performance goals, and achieve optimal machine utilization (trim efficiency) across the mill system, while minimizing sourcing costs as much as possible
  • Providing order status information to Customer Service, and responding to expedited shipment requests and order revisions in a timely manner
  • Working with Customer Service, Mill personnel and Transportation to achieve timely delivery and the lowest possible freight costs
  • Monitoring and effectively utilizing the receiving capabilities of the individual internal box plants to maintain appropriate inventory levels while scheduling open orders
  • Effectively employing the master schedule, ensuring orders are scheduled and sequenced to meet on-time delivery and the order fulfillment objectives of the business unit
  • Performs necessary research to ensure that low cost modes for all shipments are achieved

  • Works to maintain a steady paper supply to plants (weekly) to eliminate order bunching and demurrage

  • Slots all orders in the order book in a timely manner (by end of day) and advises management if order backlogs prevent on-time delivery

  • Reviews schedules to maximize the use of trim rolls across all machines and works with appropriate parties to obtain necessary orders/sizes needed to optimize machines (trim efficiency)

  • Continually monitors mill schedule adherence and execution

  • Performs necessary rework based on unexpected mill outages/downtime

  • While performing these tasks always evaluating current processes and recommending improved processes  

 What you need to succeed:

  • Bachelor’s degree – preferably in one of the following disciplines: business, supply chain, or industrial engineer

  • Experience in customer service, account relationship and order management

  • Strong problem solving and verbal skills with ability to communicate with all levels including Executive and Senior management

  • High level proficiency in MS Excel

  • Ability to work with cross functional team partners to resolve issues to maintain customer satisfaction

  • Work proactively to complete all tasks timely, accurately, and completely

  • Experience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus

  • Self-motivated and eager to take on new challenges


What we offer:

  • Corporate culture based on integrity, respect, accountability and excellence

  • Comprehensive training with numerous learning and development opportunities

  • An attractive salary reflecting skills, competencies and potential

  • A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.





WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans. 



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WestRock Company is creating and maintaining a diverse workforce. For us, diversity and inclusion are business drivers and we take it very seriously. It all starts with a diverse employee base operating in an inclusive environment. An environment where everyone feels valued and respected.

Click here to find our Affirmative Action and Equal Employment Opportunity policy statement.

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We do understand that some of our candidates may require a reasonable accommodation to complete any part of the WestRock application process, including use of this website. If this is the case for you, please contact us at: EMAIL: OR PHONE: 1-800-762-5836. Only phone calls pertaining to disability assistance will be returned. One of our Talent Acquisition or Human Resources members will work with you to provide alternative means to submit your application.