Job Title Customer Service Supervisor Reports To Area Sales Director Number of Direct Reports 3-4 Revenue Responsibility N/A Budget Responsibility N/A Position Location Calgary Opportunity summary: As a Customer Service Supervisor (CSS), you will serve as the face of Smurfit 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 Sales Director and General 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 Smurfit 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. * Review invoicing and A/R communications to proactively identify and resolve discrepancies. * 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 Sales Director and General 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. * 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. * Coach and guide Customer Service Representatives to effectively resolve customer issues. * Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives * 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. Required; Associate/Bachelor\u2019s degree, preferred. * Must have 3+ years of customer service leadership experience. * 5+ years of customer service experience in the manufacturing industry and/or corrugated industry is preferred. * Proven record of accomplishment of building relationships, customer service, and negotiations * Ability to adapt communication and interpersonal style to engage and influence a variety of 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\u2019 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. What we offer: * Corporate culture based on integrity, respect, loyalty, 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. * Generous benefits include DCPP Matching, Medical, Dental, Vision (all starting day one),Tuition Reimbursement, and Wellness program (EAP). 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 safety, loyalty, integrity, and respect, 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.