Customer Service Representative

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POST DATE 9/16/2017
END DATE 2/27/2018

Smurfit Kappa North America Houston, TX

Houston, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


At Smurfit Kappa, we open up opportunities with forward-thinking customers by relentlessly applying our experience, expertise and ingenuity.

Smurfit Kappa is one of the leading producers of paper-based packaging in the world, with around 45,000 employees in approximately 370 production sites across 34 countries and with sales revenue of 8.1 bn in 2015. Smurfit Kappa s worldwide headquarters are located in Dublin, Ireland and has regional headquarters in Amsterdam (Europe) and Miami (the Americas).

Smurfit Kappa North America is part of the Smurfit Kappa Group and is a leading integrated paperboard and paper-based packaging manufacturer with multiple facilities in the Southwestern United States and Northern Mexico with approximately 4,000 employees in this region.

With our pro-active team we relentlessly use our extensive experience and expertise, supported by our scale, to open up opportunities for our customers.

We collaborate with forward thinking customers by sharing superior product knowledge, market understanding and insights in packaging trends to ensure business success in their markets.

We have an unrivalled portfolio of paper-packaging solutions, which is constantly updated with our market-leading innovations.

This is enhanced through the benefits of our integration, with optimal paper design, logistics, timeliness of service, and our packaging plants sourcing most of their raw materials from our own paper mills. Our products, which are 100% renewable and produced sustainably, improve the environmental footprint of our customers.

Are you ready to Open the Future?

Visit our website at and visit our microsite at .

OVERALL PURPOSE OF THE JOB Serve customers, meeting their expectations & needs to his/her full satisfaction; resolving product and service problems.


ACCOUNTABILITY This position will assist the Customer Service Manager in implementing the department s strategy. At any point of time provide best in class customer service, setting the standard within the industry by creating a smooth interface between the customer and all departments involved in running an order in the plant.

PRIMARY DUTIES Supply the necessary information for potential/new customers and support a smooth set up process. Ensure all documentation is provided/in place according to established procedures and policies Coordinate externally (customers) and internally, the development of new products and prototypes according to customers needs Perform estimates calculation/quotations - obtain sales price approvals, and provide timely estimates to customers Supply information needed for the Sales Team in order to accomplish customers requirements For customers sale orders, verify that prices have been approved by the management, and register approved prices into the ERP system Assist Purchasing and Technical department with technical information regarding tooling, freight, pallets or any special customer s requirements Control the orders and take a lead in documenting quality requirements for the product/customer Review contracts ensuring that contract requirements are adequately defined between Sales Team and customer, resolving any contract requirements differing form those stated in the quote, and verifying that the company has the capability to meet contractual requirements Ensure accurately and timely order entry into the ERP system and follow up it with all departments involved until the order has been received by customer Prepare clear and accurate documentation for the communication of customer requirements Inform customers about changes in process or procedures when these potentially affect them based on Customer Service Manager guidance Process all queries efficiently, liaise with all stakeholders, internal departments and other external as required - deliver prompt and professional solutions via phone, email, online chat etc. Generate all reports needed for their daily function e.g. OTS report, open sales orders, routing list, booking, production, plant capacity, among others Follow up on the check list for the daily and monthly main activities Support the AR department with information for pending payments when needed Build and maintain excellent relations with all customers and promote the professional image of the company Adhere to all business unit processes/procedures, work within product guidelines and restrictions Responsible for reports/internal/external communications as directed Operate to the highest possible standards during all transactions/engagements both internal and external Attend all training sessions as required e.g. product knowledge etc. Support Customer Service Manager in process improvements

SKILLS, KNOWLEDGE AND EXPERIENCE English, additional Language (Spanish) of advantage BA degree or work related experience Minimum of 3 - 5 years in customer service environment or related area, Industry/Corrugated experience (preferred) Good interpersonal and communication skills High energy, with the ability to work in fast-paced environment Computer proficiency - Excel, Power Point and Word Good analytical skills Self-motivated and committed individual, strong work ethic Good mathematical skills

COMPLEXITY AND CREATIVITY Ability to work with colleagues from different departments across different locations Capable of building strong relationships internally and externally (customers) Ability to define & communicate problems and provide creative solutions Capable to work independently and have a great attention to detail

JUDGMENT AND DECISION MAKING Ability to gather data and facts in order to draw conclusions Capable of interpreting a variety of instructions in different forms e.g. mathematical, diagram etc. Ability to organize and prioritize work - work against strict deadlines Provide sound information to Customer Service Supervisor and General Manager, supporting him/her in their decision making process


PHYSICAL DEMANDS To successfully perform the essential functions of this role it requires the ability to: stand occasionally, walk frequently, frequent use of hands (reach with hands and arms), view computer monitor, use telephone, speak and hear on a frequent basis. The role requires occasionally lifting and/or moving up to 50 pounds. Vision abilities required to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you Enjoy challenges and opportunities to use your knowledge, skills and experience to support the strategic direction of the Company in a fast paced environment Are a change agent that wants to make a huge impact and add value to our Company s initiatives Understand the value of integrity in all business relationships Want to join a family atmosphere and work with an amazing group of people

then you just might be the right candidate for this opportunity!

If you are ready to take the challenge, please apply below. Smurfit Kappa North America LLC is an Equal Opportunity Employer.