Customer Service Account Executive

WestRock (NYSE :WRK) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of integrity, respect, accountability and excellence, we use leading science and technology to more fiber-based packaging forward.

The Opportunity: The Customer Account Executive is responsible for the management of assigned customer accounts and makes decisions regards managing these accounts cost-effectively and efficiently, that not only affects customers but also includes the site operations. This requires developing relationships with customers, evaluating customer needs and formulating plans to manage the customer’s order experience.

How You Will Impact WestRock

• Responsible for product knowledge and corresponding site standards and be able to make determinations of how to match the customer’s requirements and business needs
• 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
• Process orders received from customers and sales team on a timely basis, using various technology applications
• Provide prompt communication to the customer regarding existing challenges meeting requested ship dates
• Track orders and initiate changes per customer or sales requests to ensure on-time delivery
• Analyse inventory levels; also ensure customers are moving product as agreed and raw material.
• Act as a liaison between customers, Production Planning/Team and logistics
• Proactively manage exceptions and be able to use discretion and influence to mitigate costs
• Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business
• Work both independently and with the business unit team to manage customer needs
• Participate in a collaborative, team planning processes; measuring and developing actionable improvement plans for key performance metrics
• Provide short term plan adjustments as necessary in response to unexpected events

Experience and Skills required:

• Experience in customer service, account relationship and order management
• Strong problem solving and verbal skills with the ability to communicate with all levels.
• 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
• Proficient in Microsoft Office Suite Programmes

What we offer:

• Corporate culture based on integrity, respect, accountability and excellence
• An attractive salary reflecting skills, competencies and potential
• Comprehensive training with numerous learning and development opportunities
• A career with a global packaging company where sustainability, safety and inclusion are business drivers and foundational elements of the daily work

WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.