Job Description

Customer Service Manager

8150 Parkhill Drive
Milton, Ontario, L9T5V7
Canada

Job Opportunity

As a Customer Service Manager (CSM), you will define the strategy and business plan for front end operations, manage and lead a customer service team, and support strategic initiatives for the plant and the company. As a CSM, you will partner with production, shipping, management, and customers to achieve optimal customer satisfaction.

How you will impact WestRock:

Partner with production, shipping, maintenance, and scheduling teams to review product backlog and production performance to identify opportunities to optimize efficiencies

Review invoicing and A/R communications to proactively identify and resolve discrepancies

Balance production workload volume across plants in partnership with Production Planners support customer needs

Report out production status and forecast daily with production leadership and team to ensure customer needs are being met

Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary

Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations

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

Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives

Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives

Coach and guide Customer Service Representatives to effectively support customers and resolve customer issues

Lead training for customer service representatives on specific topics or best practices to enhance their understanding and performance

What you need to succeed:

High School diploma or G.E.D.

Must have 5+ years of customer service related work experience

Previous experience in manufacturing 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

Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development

Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals

Why Work for WestRock:

• Competitive salary
• Benefits from first day of employment
• Pension plan from the first day of employment (up to 7% with company match)
• A great Management Team and experienced peers to help you along the way
• Celebration lunches and BBQ's
• Family social club events and company golf tournament

• An Employer that cares about health and safety
• Training opportunities to enhance your skills and grow your career
• A career with a global packaging company where Sustainability, Safety, and Inclusion are business drivers and foundational elements of the daily work.

• A management team committed to WestRock's values of Respect, Accountability, Integrity and Excellence

WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce. As part of our commitment to accessibility for all persons with disabilities, WestRock will, upon request from the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact WestRock, Human Resources at 905-864-4003 about your needs and we will consult with you to ensure suitable accommodation is provided.

Please apply with resume to .