Senior Customer Service Specialist

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Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

O*NET source

Company facts (cached)

Website: smurfitkappa.com

Smurfit Westrock plc is an Irish company based in Dublin, Ireland, that manufactures corrugated and paper-based packaging. Its stock is listed on the New York Stock Exchange and the London Stock Exchange.

Public cache only — not an employee review.

Role overview (listing rewrite)

Smurfit Westrock is hiring a Senior Customer Service Specialist in Chesterfield, Saint Louis County for a full-time position. If you excel at building customer relationships while coordinating operations across teams, this role offers meaningful work at the center of customer satisfaction and business growth. About the Role In this Senior Customer Service Specialist position, you'll be the trusted intermediary connecting our customers with our sales and operations teams. Your work directly shapes customer retention and company reputation. You'll balance day-to-day order management with strategic account relationship building, handling everything from routine transactions to complex service resolution. What You'll Do Receive, process, and manage customer orders with accuracy and attention to detail Investigate and resolve customer inquiries and order-related issues promptly and professionally Serve as the primary liaison between customers, sales representatives, and operations departments Build and maintain strategic relationships with multiple customer accounts Apply in-depth product knowledge to support customer needs and guide purchasing decisions Track customer interactions and identify opportunities to enhance service quality and satisfaction Collaborate across internal teams to ensure seamless order fulfillment and effective problem resolution What We're Looking For Proven experience in customer service, account management, or customer support roles Strong communication and interpersonal skills with ability to work collaboratively across departments Demonstrated precision in order processing, documentation, and customer record management Solid grasp of product offerings or proven ability to master complex products quickly Genuine commitment to customer satisfaction and constructive problem-solving Capability to manage multiple customer relationships and competing priorities effectively Based in or available to work in Chesterfield, Saint Louis County About Smurfit Westrock Smurfit Westrock is recognized for operational excellence and service reliability. We invest in our team members and empower them to take ownership of customer outcomes and business success. How to Apply Submit your application through this job listing to be considered for the Senior Customer Service Specialist position.

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Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in Chesterfield, Saint Louis County, hybrid, or fully remote?