Customer Service Senior Manager (Remote)

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for WestRock. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. The Opportunity We are seeking a strategic, high-level leader with a proven track record of successfully managing managers or supervisors within a customer service organization. This role requires a seasoned professional who can elevate service performance, drive operational excellence, and lead the team toward delivering an exceptional customer experience. The Customer Solutions Sr. Manager will define and execute strategies for front-end operations, partner cross-functionally with production, shipping, sales and executive leadership, and ensure alignment with company-wide initiatives. How You Will Impact Smurfit Westrock Packaging Solutions

• Develop and implement strategic plans to enhance customer service performance and elevate the overall customer experience.
• Lead and mentor a team of managers and supervisors, fostering a culture of accountability, collaboration, continuous improvement and respect.
• Partner with production, shipping, and warehousing to optimize operational efficiencies and resolve systemic challenges.
• Serve as the senior escalation point for complex customer issues and collaborate with the Sales Team to ensure timely resolution and proactive communication.
• Drive alignment across customer service teams through clear communication, goal setting, and performance management.
• Support and influence company-wide strategic initiatives, providing customer service expertise to inform decisions and recommendations.
• Oversee all phases of employment for leadership team members, including hiring, performance evaluations, and development planning.
• Champion initiatives that improve organizational effectiveness and customer satisfaction.
• Ensure compliance with policies and procedures while implementing new processes as directed by executive management.
• Provide ongoing coaching and training to enhance team performance and career growth.
• Leads and motivates a team of people to achieve performance excellence; ability to read people and situations and adjust approach; accordingly, proactively leads and enforces initiatives that drive organizational effectiveness; teaches others how to build trust-based relationships.
• Participate in projects supporting plant and/or companywide strategic initiatives (e.g. margin enhancement efforts, overall equipment effectiveness efforts) by providing critical customer service expertise and insight to inform decisions and recommendations.
• Other duties as assigned.

What You Need To Succeed

• Bachelor's degree in Business Administration or related field (preferred).
• Minimum of 7+ years of progressive leadership experience in customer service, including managing managers or supervisors.
• Demonstrated success in leading customer service teams across multiple locations and driving measurable improvements achieving best in class performance.
• Implementation of strategic and innovative plans focused on client retention for large and complex customers.
• Exceptional communication and relationship-building skills, with the ability to influence at all levels of the organization.
• Proficiency in MS Office and strong analytical skills for reviewing operational and financial reports.
• Able to travel up to 50% domestically.
• Experience in accounting, distribution, or logistics environments preferred
• Familiarity with system integrations and process optimization preferred
• Advanced certifications (e.g., Six Sigma, PMP) are a plus preferred

What We Offer

• Corporate culture based on integrity, respect, accountability and excellence
• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. If you have questions about this posting, please contact support@lensa.com