Customer Service Advisor - Smurfit Westrock : Job Details

Join Our Team at Smurfit Westrock!

Are you searching for a workplace that values you and your growth? At Smurfit Westrock, we’re committed to sustainability, employee well-being, and personal development.

About Us

We are a global leader in sustainable paper and packaging. Our focus is on the health and safety of our employees, the well-being of our communities, and delivering exceptional service to our customers. We support our team members to reach their full potential in an inclusive environment that values diversity.

The Role

Smurfit Westrock Sheetfeeding are one of the UK’s largest producers of corrugated packaging for the Trade. We have a vision of becoming an indispensable partner to our customers delivered through operational excellence and a highly engaged workforce.  We are currently looking for a full time Customer Service Advisor to join our internal sales team at our Norwich Site to provide additional support during a period of change in the department.

The successful candidate will need to be driven and able to adapt to daily logistical and manufacturing challenges and show they can appropriately prioritise their workload and problem solve whilst staying calm under pressure.  The goal is to provide a balanced comprehensive front-line service in a responsive and professional manner.  They need to provide the best possible customer service and represent the Company positively.  Key responsibilities will include:

• Dealing with customer queries via calls or email as the first point of contact, ensuring the best possible customer service is provided at all times.
• Processing customer orders in a timely manner in line with key performance indicators
• Processing customer complaints in line with business processes and ensuring customers are kept up to date.
• Dealing with logistical problems and working with our haulage partner to ensure the best result for our customers.
• Proactively dealing with potential logistical and manufacturing issues using current systems to achieve this.
• Developing strong professional relationships with customers and colleagues alike and.
• Identifying opportunities to enhance the customer experience by making service improvement recommendations.

To be successful in this role, candidates will need to demonstrate:

• Excellent communication Skills both oral and written communication skills with a high level of numeracy
• A passion for customer care
• Being able to work as part of a team as well as on their own initiative.
• Good organisational skills and an ability to work under pressure.
• High levels of accuracy with data entry
• Good general ICT skills
• An ability to make decisions in line with current business processes.
• An ability to act with integrity and take ownership of customer service issues through to resolution.

What We Offer

• Competitive salary & benefits, including annual leave, pension, and a Cycle to Work scheme
• Ongoing training and development opportunities
• 24/7 confidential support for you and your family
• Flexible working options and family-friendly policies
• Guaranteed interview for candidates meeting essential criteria (Disability Confident Employer)

Ready to make an impact? Apply today and help us build a sustainable future together.

Smurfit Westrock reserve the right to only shortlist candidates who meet both the Essential and Desirable Criteria.

We are an equal opportunities employer, and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.

We practice equality of opportunity in employment and select the best person for the job.