The Opportunity 

The Global Paper organization within WestRock seeks a Customer Account Specialist to communicate with customers and partner with various WestRock functions, including sales, transportation, mills, technical associates, claims, billing, and credit. This individual will serve as the point of contact for a variety of requests; therefore, developing strategic partnerships will be critical. Key aspects of this role include On-Time Shipment, Customer Satisfaction, inventory age and turns, Order Accuracy, Load Optimization, and Excess Freight Reduction. This is an exciting opportunity as it will also provide the ability to learn various segments of the business and allow the team member to have an impact on customer satisfaction.

How you will impact WestRock: 

• Provide account management and maintain master file data, handle trials, load optimization, delivery tracking, and creating/maintaining reporting to customers 
• Responsible for basic product knowledge and corresponding mill standards to be able to make some determinations of how to match with the customer’s requirements and business needs 
• Maintain open and direct communication with customers to ensure an understanding of their needs and requirements 
• Responsible for managing order fulfillment strategy for lower-stratified customer accounts. 
• This role will be responsible for problem-solving order fulfillment solutions for the majority of orders due to operational and supply chain constraints. 
• Customer Account Specialist will have discretion and autonomy to interface with customers, planning, and logistics, driving decisions to meet customer requirements without manager approval. 
• Identify issues that may inhibit customer satisfaction 
• Process orders received from customers and sales team on a timely basis, using various technology applications 
• Transportation mode planning for excess freight reduction 
• Manage customer-specific inventory to minimize aged inventory
• Provide prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates 
• Track orders and initiate changes per customer or sales requests to ensure on-time delivery 
• Analyze inventory levels and make decisions to fill orders from inventory to best improve delivery time and manage to the lowest inventory levels. 
• Act as a liaison between customers, Production Planning, and logistics throughout the order-to-cash cycle 
• Collaborate with the collections, billing, and pricing teams to resolve aged invoice payment issues 
• Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
• Visit customers to develop relationships and become educated on the needs of their business
• Work both independently and with the business unit team to manage customer needs 
• Participate in a collaborative, cross-functional Sales Planning process, measuring and developing actionable improvement plans for key performance metrics 
• Provide short-term plan adjustments as necessary in response to unexpected events 
• Develop and maintain a relationship with customers to ensure product availability and zero stock-outs of critical SKU's
• Track and reconcile weekly/monthly metrics versus established targets 
• Utilize data from various sources for optimal decision-making 
• Advise on and implement process improvements

What we offer 

• Corporate culture based on integrity, respect, accountability, 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