**WHAT WE ARE LOOKING FOR:** Someone to join our **Customer Service** team, responsible for contributing to the identification of negotiation alternatives with CS interface areas, executing activities based on product and operational process knowledge, with support from the Coordinator or Senior Analyst. Will assist in continuous customer support and relationship management with external customers, the sales team, and other interface areas, aiming to exceed customer expectations while reducing overall service costs, and supporting other analysts in the area. Must also execute order registration and management activities, track non-conformance records (NCRs), register return invoices, and record and monitor customer service interactions. **Responsibilities and Duties** **WHAT YOU WILL DO:** * Register orders and make necessary adjustments; * Manage the end-to-end order fulfillment process for customers by SKU—from order registration through customer receipt—and handle returns when applicable; * Prepare reports to monitor customers’ order portfolios, informing customers and the Commercial team about portfolio status; * Inform customers of order status and product availability, negotiate and interact with internal departments to meet requested delivery timelines; * Verify pricing, surcharges, and payment terms to ensure accurate entry of sales orders; * Record the process of receiving and responding to customers regarding returns and complaints; regularly monitor internal response time to customers and keep them informed; * Monitor departmental KPIs and propose corrective actions for the action plan related to KPI performance (OTIF, NPS, CSAT); * Perform other duties inherent to the role. **Requirements and Qualifications** **WHAT WE EXPECT FROM YOU:** * Bachelor’s degree completed in Business Administration, Marketing, Communications, or related fields; * SAP and Kiwi knowledge preferred; * Proficiency in Microsoft Office Suite; * Strong communication skills; * Customer service experience preferred. **Additional Information** **Smurfit Westrock**, a global leader in sustainable paper and packaging, operates in 40 countries with over 500 packaging conversion operations and 62 paper mills. We offer an unparalleled portfolio of innovative packaging solutions—from corrugated and consumer packaging to Bag-in-Box and point-of-sale displays. With the circular economy at the core of our business, we use renewable and recyclable materials to create sustainable packaging solutions. As a trusted partner to companies worldwide, **Smurfit Westrock** is committed to developing efficient and scalable paper and packaging solutions to help solve complex packaging challenges. We are committed to delivering meaningful value to our shareholders, customers, employees, and the communities where we operate. **OUR FACILITIES | BRAZIL** **Corporate Administration and Experience Center:** São Paulo – SP **Consumer Packaging:** São Paulo – SP **Forestry:** Forests in southern Paraná and northern Santa Catarina **Paper Mills:** Bento Gonçalves – RS, Pirapetinga – MG, Três Barras – SC **Corrugated Packaging Plants:** Araçatuba – SP, Blumenau – SC, Maranguape – CE, Pacajus – CE, Porto Feliz – SP, Saquarema – RJ, Uberaba – MG **APS:** Valinhos – SP