Customer Service Fiber Coordinator - St. Paul, MN

Saint Paul | Minnesota | United States

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 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at

Customer Service Fiber Coordinator - St. Paul, MN

2250 Wabash Ave
St Paul, Minnesota, 55114
United States

The Opportunity:

The Customer Service Fiber Coordinator for the Recycle Division is the responsible for working as the liaison with the internal mills to ensure supply of recycled fiber from recycle plant and open market materials. This position is structured to focus primarily on a designated internal mill to ensure adequate supply to that customer, while partnering with others to ensure alignment of resources and supply in accordance with area strategy and priorities.  This would include understanding any timelines to execute the transaction, communicating between the supplier and customer of the material, initiating the pickup with logistics, data entry, and communication with generator and customer throughout the process to resolve questions or concerns.  Provide input to the Area Fiber Supply Leader relative to customer service, reporting, and accounting.  Additionally, the Fiber Coordinator would assist the Area Fiber Supply Leader with any new opportunities to expand our network of supply including introduction, credit setup, and trial load coordination.  

Job Duties:

Drives customer/papermill operating efficiency through ensuring a reliable receipt and recording of quality recycled materials in coordination with Fiber Supply buying resources and logistics.

Acts as primary interface for supplier and customer status questions and updates, communicates across the WestRock organization as needed to ensure all affected parties are updated.

Partners with the papermills to understand needs and concerns related to recycled fiber supply.

Ensures ease of doing business with WestRock as a key point of contact between external and internal customers and suppliers.

Liaison between Internal Mills (Customer), Supplier, Allocation Analyst, Account Representative, Accounts Payable, and Area Fiber Supply Leader communicating and facilitating resolution on all pertinent issues

Liaison to assist suppliers and customers with resolution of payment & invoicing discrepancies

Record and process shipment requests and/or inquiries received by email, telephone and/or through customer personal contact.

Provides release numbers, schedule information, and ETAs for shipments

Monitors shipments for on-time pickup and delivery

Works with supply team to ensure proper mill inventories are maintained

Provides disposition to customers and carriers on loads with quality or safety exceptions


Customer Orientation - Ability to conduct business with the customer's best interest in mind.

Communication Skills - Communicate effectively with a variety of audiences – from direct peers up to senior leadership within our division, as well as with internal and external suppliers and customers. Clearly expresses ideas in a written and spoken format.  Able to build rapport with and understand perspective of others.  Effectively listens, speaks and writes in a business context.  Capable of convey key messages clearly and correctly.


Big Picture Thinker - Be able to understand how your role fits into the overall business of both the company and the industry

Creativity - Bring improvement ideas and a willingness to assist in implementing those ideas and solutions

Ethics & Integrity  - Behave in accordance with WestRock’s core values all times and encourage the same behavior in others. Take action based upon the best interest of WestRock and build trust with colleagues across the organization.

Collaboration/Teamwork - Work effectively with others in the organization outside the line of formal authority – both within your team, as well as with other teams or those in leadership – to accomplish organizational goals and to identify and resolve problems.

Results Driven - Focus on achieving both personal and team goals to exhibit our core value of Excellence. Understands metrics and works to achieve the goals set.

Persuasiveness - Use appropriate interpersonal style and communication methods to gain acceptance of an idea, plan, activity, service or product from prospects and clients.

Adaptable to Change - Able to shift with an ever-changing environment as business grows; learn new systems, perform tasks differently.


What You Need to Succeed:

Typing – High Proficiency

MS Office proficiency of intermediate or above

Strong ability to learn new systems

Supplier/Customer Data Management experience preferred

BS/BA or equivalent experience working in a high-volume customer service or support environment

Excellent attention to detail


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. 

Apply now