Smurfit Westrock (NYSE:SW) is the go-to leader and partner of choice in sustainable packaging. We are dedicated to creating efficient and scalable paper and packaging solutions to help solve complex packaging challenges. Guided by our values of safety, loyalty, integrity and respect, we are committed to delivering meaningful value for shareholders, customers, employees and the communities where we operate.
Job Title
Customer Service Manager
Department
Customer Service
Reports to
Regional Operations Manager – Leicester Group
Direct reports
Customer Service team (8)
The Role:
Reporting to the Regional Operations Manager – Leicester Group, with a dotted line to the Regional Customer Excellence Manager – Consumer Packaging England and Wales, you will manage the performance of the Customer Service Team, front end commercial reviews and process adherence, integration of new business, and the site’s responsiveness to customer requirements, in order to achieve the agreed business performance objectives.
Key Responsibilities:
- Lead, develop, and motivate the Customer Service team to deliver high performance, flexibility, and consistent achievement of customer expectations
- Drive adherence to front-end commercial processes, embedding commercial awareness to maximise margin and identify growth opportunities
- Own and manage all CS commercial activities, including price application, extra charges, MOQ compliance, and stock utilisation, with regular performance reviews
- Monitor, analyse, and publish CS commercial and operational performance data, including KPIs, account analysis, and monthly reporting
- Ensure accurate and efficient order processing within Radius, maintaining correct pricing structures and data integrity
- Balance team workload effectively, aligning individual capability with customer and business priorities
- Act as the senior escalation point for customer issues, ensuring timely resolution and clear communication with customers and internal teams
- Build and maintain strong customer relationships, supporting and leading customer meetings and visits to drive loyalty and business growth
- Support new business development by managing customer onboarding projects from enquiry through to full integration
- Own and continuously improve new business implementation processes and tools, ensuring all new business is implemented in line with agreed pricing
- Ensure robust contract governance, with all customer agreements in place, compliant, and adhered to
- Manage finished goods and aged stock to optimise utilisation and minimise waste
- Identify and deliver cost-saving and margin improvement initiatives through targeted projects
- Drive continuous improvement, standardisation, and efficiency across the department to enhance service and reduce errors
- Lead team development through regular reviews, training, and clear communication to ensure alignment and capability growth
- Ensure operational continuity and high service levels during periods of absence or peak demand
- Maintain high standards of health, safety, and environmental compliance, ensuring a safe working environment
- Proactively highlight risks, including challenging products or orders, and implement appropriate actions
KNOWLEDGE, SKILLS, EXPERIENCE:
- Experienced in Customer Relations with a manufacturing background
- Knowledge of a packaging business highly desirable
- Numerical / verbal reasoning skills at management norm
- IT literate to Advanced level in Excel, Word, PowerPoint, and Outlook
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Mgr II, Customer Service in Leicester employer: Smurfit Westrock
At Smurfit Westrock, we pride ourselves on fostering a dynamic and inclusive work environment in Aldershot, where our Production Operators can thrive. With competitive salaries, generous benefits, and a strong commitment to employee development, we empower our team members to grow while making a meaningful impact in sustainable packaging. Join us for a rewarding career that values safety, integrity, and respect, all while enjoying flexible working options and a supportive culture.
