Customer Solutions Specialist/Production Planner - Sandy Springs, GA
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 www.westrock.com.
Customer Solutions Specialist/Production Planner - Sandy Springs, GA
3950 Shackleford Rd, Hampton Green
Duluth, Georgia, 30096
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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