Customer Service Representative - Conway, AR

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 Representative - Conway, AR

198 Commerce Road
Conway, Arkansas, 72032
United States

The Opportunity:

The Customer Service Representative position requires knowledge of company’s products, processes, and delivery capabilities.  Under general supervision, processes orders, shipping releases and handle customer and serve as a liaison between the customer and the folding carton manufacturing facility. 
Duties and Responsibilities
•Work proactively to complete all tasks timely, accurately, and completely.
•Initial point of contact for sales team, customers and manufacturing
•Develop strong client relationships that provide significant input to production planning and service strategies
•Organize pre-production meetings for new customers, products, & graphics
•Coordinate processing of new graphics with WestRock’s pre-press department in Norcross or
other customer-specified outside facility
•Manage customer graphics to ensure correct copy is produced
•Assist in ordering paperboard, corrugated, and other materials by providing forecast information (timing & quantity) to scheduling and manufacturing
•Manage VMI (Vendor Managed Inventory) processes as required by customer, including creation and update of customer contracts
•Receive and enter customer orders, shipping releases, and complaints for product manufactured in Conway, AR (and/or other WestRock Folding Cartons plants, as necessary)
•Assist in production planning and/or order prioritization by providing customer requirements to scheduling and manufacturing
•Respond to customer inquiries regarding product availability, and provide inventory information, as requested
•Manage and maintain inventory, FIFO (first in first out) as to prevent aging over 90 days
•Assist in recovery of aged receivables
•Must be willing to work flexible hours, when necessary
•Promote teamwork at all levels within the company
•Conform with and abide by all regulations, policies, work procedures, safety rules, security procedures and instructions.
What You Need to Succeed:
Education/Experience Required
•Bachelor’s degree preferred
•Customer service experience / account management preferred 

•AS400 experience preferred
•Knowledge of the carton folding industry and products a plus
•Excellent computer skills- MS Office Word, Excel, PowerPoint, and  Outlook
•Strong written and oral communication skills
•Occasional travel required.


Knowledge, Skills & Abilities Required

 •Professional customer satisfaction skills needed to maintain positive external and internal


•Excellent oral and written communications skills

•Effective listening skills

•Proficiency in computer applications including Microsoft Word, Excel, PowerPoint and Outlook

•Excellent organizational skills to include follow-up, accountability, and spreadsheet management

•Ability to easily adapt to fluctuations in business cycles and workload

•Excellent problem solving skills

•Be comfortable working independently and within a team environment

•Ability to work through conflict situations

•Ability to manage and prioritize daily deadlines, as well as multiple customer and manufacturing requests

•Ability to learn and work extensively with IBM AS400 computer system


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