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WestRock Company Lead Customer Account Specialist in Richmond, Virginia

How you will impact WestRock:

The Lead Customer Account Specialist is a high-performing Customer Service professional. This person will be responsible for major strategic accounts, high visibility projects, coaching and mentoring of junior team members along with typical customer service responsibilities. This person communicates with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. The position provides account management and maintains master file data, handles trials, load optimization, delivery tracking and creating/maintaining reporting to customers

  • Demonstrate enterprise-wide product knowledge and corresponding mill standards.

  • Make determinations to meet customer’s requirements while managing cost to serve.

  • Lead order fulfillment strategy for major accounts which may include the direction of other team members.

  • Manage cross-functional department projects such as improving time delivery, reducing excess freight, and other projects that improve the customer experience or cost to serve.

  • Establish best practices and mentor team members in those practices.

  • Lead training for Customer Service Representatives on specific topics or best practices to enhance their understanding and performance.

  • Provide market intelligence to the business by visiting customers to develop relationships and become educated on the needs of their business

  • Maintain open and direct communication with customers to ensure a complete understanding of their needs and requirements

  • Proactively identify issues that may inhibit customer satisfaction and initiate solutions

  • Lead efforts for Customer Services role in transportation mode planning for excess freight reduction

  • Process orders received from customers and sales team on a timely basis, using various technology applications

  • 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

  • Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve

  • Provide market intelligence to the business by visiting 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

Metrics include: On-Time Shipment, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization and Excess Freight Reduction.

Requirements to Succeed:

  • Bachelor’s degree in one of the following disciplines: business, supply chain, or 10+ years customer service experience

  • Extensive experience (7+ years) in customer service, account relationship and order management that has led to strong relationships throughout the organization and with customers as well as expert knowledge in the systems utilized.

  • Strong problem solving and verbal skills with ability to communicate with all levels including Executive and Senior management.

  • High level proficiency in MS Excel and other MS Office applications

  • Ability to provide informal training and mentorship to more junior members of customer service team

  • Ability to represent Customer Service as a SME in cross-functional projects and initiatives

  • Ability to lead small projects and drive process development

  • Ability to work with cross functional team partners to resolve issues to maintain customer satisfaction

  • Work proactively to complete all tasks timely, accurately, and completely

  • Experience to anticipate customer requirements and integrate requirements into supply chain practices; strong customer focus

WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. 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.

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