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Customer Service Program Manager

Company: WestRock
Location: Lansing
Posted on: November 18, 2021

Job Description:

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. Customer Service Program Manager5800 West Grand River AveLansing, Michigan, 48906United States Career Opportunity: Process requests from sales, product management, and marketing for development and management of products for individual customers and multi-customer programs. Facilitate all aspects of the process, providing timely information to meet production and scheduling expectations, and ensuring customer satisfaction for all internal and external clients while maintaining the highest level of quality and accuracy. How you will impact WestRock:

  • --Assumes responsibility for all customer and production related requirements on assigned accounts and programs.
  • --Communicates with CSR---s and/or department managers on all jobs with production requirements in the facility, including but not limited to mailings, fulfillment, automated file transfer fulfillment, custom manufactured products, virtual products, drop shipments and inventory products.
  • Oversees and prepares client data files for distributions.
  • Develops products with sales and internal departments, determining front end and manufacturing processes as well as substrate requirements.
  • Develops project time lines with sales and internal departments, monitoring to ensure on-time delivery.
  • Manages cost control, estimates, customer presentations, reporting needs, and communication with sales and customers.
  • Initiates, tracks, organizes, and monitors creation, proofing and approval of layout concepts, customer facing templates, and print ready files through development, production, and fulfillment.
  • Generates and manages specifications and data related to products and programs for correct processing through systems for proper pricing, reporting, creation, and production.
  • Initiates all job ticket instructions and communication on jobs where material is currently in inventory and/or provide by outside supplier.
  • Serves as liaison between sales and internal departments as the key communicator and point of contact for all information and issue resolution.
  • Assists customers at the request of or in the absence of sales.
  • Coordinates with CSR---s on jobs requiring special order materials, and in doing so effectively meets or exceeds budgetary expectations.
  • Attends meetings as necessary to review and discuss current and proposed schedules, production results and suggest changes as needed.
  • Leads or assists in launch planning of new or special projects.
  • Serves as secondary/back up support on accounts that are the primary assignment of other program managers.
  • Assists in securing new business.
  • Participates in customer visits and presentations on and off site as needed.
  • Shifts duties and responsibilities as required, supporting changes in client needs or business strategies.
  • Performs other job duties as assigned. What you need to succeed:
    • Must have a minimum of five years of experience in industry or related field.
      • Bachelor---s Degree from an accredited four-year college or university in a related field preferred.
      • Project Management Professional (PMP) certification preferred.
      • Must have the ability to read and write instructions and correspondence.
      • Must have the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedural manuals.
      • Must have advanced computer skills (Microsoft Windows and Office-Outlook, Excel, Word).
      • Must have strong analytical skills and ability to resolve problem situations quickly.
      • Must have strong attention to detail and organizational skills.
      • Must have ability to multi-task while maintaining a high level of accuracy.
      • Must be reliable and dependable including good attendance.
      • Must be able to perform all essential functions of this job with or without reasonable accommodation.#LI-KM1#CB

Keywords: WestRock, Lansing , Customer Service Program Manager, Executive , Lansing, Michigan

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