Position Title: Customer Service Manager Location: North Richmond, NSW, Australia Reports To: Commercial Manager Position Objective: We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team. This role involves supporting strategic initiatives, partnering with production, supply chain, leadership, and customers to achieve optimal customer satisfaction. Key Responsibilities: - Oversee the tactical execution of tasks by the Customer & Sales Support Representatives. - Coordinate with plant, customers, and shipping regarding critical expedited deliveries. - Complete and submit necessary forms for price and delivery requests, customer credits/debits, and release orders. - Review customer specifications and new items in the order processing system. - Participate in cross-functional production meetings to stay informed about production issues and impacts. - Work collaboratively with cross-functional counterparts to complete orders, improve processes, and enhance company performance. - Serve as an escalated point of contact for customer issues, supporting representatives with issue remediation and communication. - Resolve discrepancies on customer orders and facilitate communication between departments for resolution. - Escalate customer issues as necessary and align with the Commercial Director on actions to resolve issues. Continuous Improvement: - Drive and participate in training, improvement, and development activities related to responsibilities. - Champion and adopt system and process updates/improvements. Qualifications and Experience: - 3-5 years of customer service-related work experience. - 3-5 years of manufacturing industry experience. - Associate or bachelor\u2019s degree highly regarded. Skills and Competencies: - Proficiency in Microsoft Office (Excel, Outlook, PowerPoint). - Experience with order entry/database systems; JDE and Radius experience highly regarded. - Strong interpersonal and communication skills. - Ability to manage competing demands, multi-task, and manage various tasks simultaneously. - Demonstrated ability to work independently and influence employees to achieve outcomes. - Excellent time management and organisational skills. How to Apply: If you are a motivated individual with a passion for Customer Service we encourage you to apply. Please submit your resume and cover letter outlining your qualifications and experience. Smurfit Westrock (NYSE:SW) 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 move fiber-based packaging forward. Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit 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.