Customer Service Supervisor-Seattle WA
 Shoreline, WA

Customer Service Supervisor -Seattle WA

Reports To Customer Service Manager or Area Customer Service Manager

Number of Direct Reports 8-10 (may be located across multiple plants)

Position Location Seattle WA

Opportunity summary: As a Customer Service Supervisor (CSS), you will serve as the face of 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 Customer Service 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 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

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 Area Customer Service 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

Coach and guide Customer Service Representatives to effectively resolve customer issues

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.

Must have 3 to 5 years of customer service related work experience

3 to 5 years of experience in manufacturing industry and/or corrugated industry is preferred

Proven track record of building relationships, customer service, and negotiations

Ability to adapt communication and interpersonal style to engage and influence a variety 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' 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

About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at WestRock is an Equal Employment Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/Disabled/Veterans