Customer Service Supervisor- New Lenox IL

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 www.westrock.com.

Customer Service Supervisor- New Lenox IL


2251 Berens Dr
New Lenox, Illinois, 60451
United States

"WestRock will be a company where each of us genuinely belongs, is respected and valued, and can do our best work, and where diversity, inclusion and equity are competitive advantages."

Opportunity summary: 

As a Customer Service Supervisor (CSS), you will serve as the face of WestRock to customers as a critical liaison between the customer, sales, and production operations teams. As a CSS, you will simultaneously provide support to the Customer Service Manager by coaching and guiding Customer Service Representatives aligned to a business unit or area, participate in strategic initiatives for the plant and company, and partner with internal partners and customers to achieve optimal customer satisfaction.

How you will impact WestRock:
Oversee the tactical execution of tasks by the Customer Service Representatives and ensure alignment with the planning and shipping department
Participate in daily cross-functional production meetings to keep apprised of production issues and impacts to customer service and plant-level and corporate initiatives
Partner with production, shipping, maintenance, quality, safety, and scheduling teams to review product backlog and production performance and identify opportunities to optimize functional efficiencies
Review plant shipment log to understand production, shipments, and machine status data to proactively communicate status to customers and Customer Sales Representatives and provide revised product ETAs as necessary
Review customer specifications and new items in the order processing system to ensure all elements are captured and supporting documentation is included for efficient processing and production
Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary
Escalate customer issues as necessary and align with Area Customer Service Manager on actions to resolve issues
Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs
Coach and guide Customer Service Representatives to effectively resolve customer issues
Lead training for Customer Service Representatives on specific topics or best practices to enhance their understanding and performance
Gather feedback and insights from Customer Service Representatives and share broadly across the team and with stakeholders (e.g. specialized reports, technology short cuts)
What you need to succeed:
High School diploma or G.E.D.
Must have 3 to 5 years of customer service related work experience
3 to 5 years of experience in manufacturing industry and/or corrugated industry is preferred
Proven track record of building relationships, customer service, and negotiations
Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners
Inspire others to develop themselves and seek out continuous learning opportunities by serving as a coach, role model, and mentor
Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind
Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions
Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals
About 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 www.westrock.com. WestRock is an Equal Employment Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/Disabled/Veterans 

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