Job Summary: The Customer Service Representative (CSR) represents WestRock to the customer

and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives

and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR

maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of

products, logistics, production planning, and inventory management.

Major Job Responsibilities:

Business Excellence

\u2022 Provide pricing, inventory availability and production schedule information to customers

\u2022 Track warehouse inventories and update customers on order status

\u2022 Run customized reports and share data with customers

\u2022 Review customer credit information to ensure necessary credit is established for customer

orders

\u2022 Track order activity and alert appropriate staff of any potential delivery problems

\u2022 Suggest alternative products or services to meet customer needs when appropriate

\u2022 Support the development of corrective action plans to enable the Quality Manager to research

and troubleshoot quality issues

\u2022 Record, organize, and process orders and/or inquiries received by telephone, email, and/or

through personal customer contact

\u2022 Obtain pricing for services and materials required for the manufacturing of customer items that

must be manufactured at a different facility

People and Culture

\u2022 Serve as a connection between customers and sales staff to ensure responsiveness and

customer satisfaction

\u2022 Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on

WestRock values

\u2022 Partner with Quality Manager to resolve routine customer issues

\u2022 Partner with Pre-Pricing specialist to build customer specifications and review with production

team to ensure efficient production

\u2022 Quickly and effectively resolve customer or production issues maintaining clear communication

with customers on status and resolution

Job Description

2

Critical Skills / Capabilities:

\u2022 Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers;

resolves customer issues in a timely manner; communicates with customers to ensure

alignment and satisfaction; ability to operate with customers' best interests in mind

\u2022 Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal,

and non-verbal methods that promote an understanding with the target audience; listens

carefully and attentively

\u2022 Collaboration: Works effectively with others to complete a task or achieve a common

objective; ability to cooperate in both interpersonal and team relationships to foster

enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict

constructively

\u2022 Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of

information; generates and evaluates alternative solutions; makes recommendations;

demonstrates tackling a problem by using a logical, systematic, or sequential approach

\u2022 Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new

things; seeks to understand concepts, processes, and ideas within area of functional

expertise; naturally inquisitive; sets meaningful goals for personal work productivity

\u2022 Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of

desired results; establishes a systematic course of action to accomplish objectives

Technical Skills:

\u2022 Microsoft Office - Excel, Outlook, PowerPoint

\u2022 Order entry system experience (e.g. AS/400)

Other Qualifications:

To perform the duties of the job, this role requires:

\u2022 Frequently using fingers to type with two hands

\u2022 Occasionally reaching by extending fingers on one hand

\u2022 Occasionally reaching by extending two arms

\u2022 Occasionally using fingers to grasp with two hands

\u2022 Occasionally using fingers to pinch with two hands

\u2022 The spoken exchange of ideas to be performed loudly 50-75% of the time

\u2022 The spoken exchange of ideas to be performed quickly 50-75% of the time

\u2022 The safe and accurate preparation and analyzing of data and figures, monitoring of a computer

terminal, or inspection of small defects or parts

Work Environment:

\u2022 Constantly works indoors, in an environment that is climate controlled

\u2022 The role is frequently sedentary, which entails sitting or being stationary

\u2022 Occasionally stands or walks for 1-2 hours at a time

\u2022 Noisy work environment; maintain strict adherence to safety rules and regulations

Job Description

3

Experience:

\u2022 Required: 3+ years of customer service related work experience in manufacturing environment

or other industries

\u2022 Preferred: 3 to 5 years of manufacturing industry experience

Education:

\u2022 Required: High School diploma or G.E.D.

Job Summary: The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management. Major Job Responsibilities: Business Excellence \u2022 Provide pricing, inventory availability and production schedule information to customers \u2022 Track warehouse inventories and update customers on order status \u2022 Run customized reports and share data with customers \u2022 Review customer credit information to ensure necessary credit is established for customer orders \u2022 Track order activity and alert appropriate staff of any potential delivery problems \u2022 Suggest alternative products or services to meet customer needs when appropriate \u2022 Support the development of corrective action plans to enable the Quality Manager to research and troubleshoot quality issues \u2022 Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact \u2022 Obtain pricing for services and materials required for the manufacturing of customer items that must be manufactured at a different facility People and Culture \u2022 Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction \u2022 Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on WestRock values \u2022 Partner with Quality Manager to resolve routine customer issues \u2022 Partner with Pre-Pricing specialist to build customer specifications and review with production team to ensure efficient production \u2022 Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution Job Description 2 Critical Skills / Capabilities: \u2022 Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers; resolves customer issues in a timely manner; communicates with customers to ensure alignment and satisfaction; ability to operate with customers' best interests in mind \u2022 Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal, and non-verbal methods that promote an understanding with the target audience; listens carefully and attentively \u2022 Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in both interpersonal and team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict constructively \u2022 Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates tackling a problem by using a logical, systematic, or sequential approach \u2022 Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity \u2022 Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives Technical Skills: \u2022 Microsoft Office - Excel, Outlook, PowerPoint \u2022 Order entry system experience (e.g. AS/400) Other Qualifications: To perform the duties of the job, this role requires: \u2022 Frequently using fingers to type with two hands \u2022 Occasionally reaching by extending fingers on one hand \u2022 Occasionally reaching by extending two arms \u2022 Occasionally using fingers to grasp with two hands \u2022 Occasionally using fingers to pinch with two hands \u2022 The spoken exchange of ideas to be performed loudly 50-75% of the time \u2022 The spoken exchange of ideas to be performed quickly 50-75% of the time \u2022 The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, or inspection of small defects or parts Work Environment: \u2022 Constantly works indoors, in an environment that is climate controlled \u2022 The role is frequently sedentary, which entails sitting or being stationary \u2022 Occasionally stands or walks for 1-2 hours at a time \u2022 Noisy work environment; maintain strict adherence to safety rules and regulations Job Description 3 Experience: \u2022 Required: 3+ years of customer service related work experience in manufacturing environment or other industries \u2022 Preferred: 3 to 5 years of manufacturing industry experience Education: \u2022 Required: High School diploma or G.E.D.

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.