Customer Service Manager

About the position

The Customer Service Manager (Complex) is responsible for providing overall direction and leadership to the customer support team over multiple facilities (typically 2 to 3) to ensure superior service. This role involves interacting with the planning, manufacturing, shipping, and sales organizations to ensure proper support is provided and to problem-solve customer issues and solutions. The manager will coach and counsel representatives to enhance customer relationships and service, managing all aspects of performance for the department including one-to-ones, objective and goal setting, and development plans. The position aims to improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies. Additionally, the manager will act as a front-line decision maker, managing major and significant customer accounts, some having enterprise agreements, and will provide significant process and/or product expertise as a subject matter expert resource for other team members. Responsibilities also include the receipt and processing of requests for price quotations, purchase orders, order changes, adjustments, and cancellations.

Responsibilities

• Provide overall direction and leadership to the customer support team over multiple facilities.
• Interact with planning, manufacturing, shipping, and sales organizations to ensure proper support.
• Coach and counsel representatives to enhance customer relationships and service.
• Manage all aspects of performance for the department including one-to-ones, objective and goal setting, and development plans.
• Improve efficiency, profitability, and customer satisfaction by implementing service and operations strategies.
• Act as a front-line decision maker managing major customer accounts.
• Provide significant process and/or product expertise as a subject matter expert.
• Receipt and process requests for price quotations, purchase orders, order changes, adjustments, and cancellations.

Requirements

• High school diploma or GED.
• Preferred Bachelor's degree in a related field or equivalent experience.
• Preferred experience working in a manufacturing environment.
• Preferred computer data-entry experience.
• Eight or more years of customer relations experience in the Corrugated Box Industry.
• Minimum of 3 years of supervisory or team leader experience.

Nice-to-haves

• Customer focus.
• Timely decision making.
• Managing and measuring work.
• Motivating others.
• Building effective teams.
• Directing others.
• Informing and managing conflict.

Benefits

• Health, welfare and retirement plans including Medical, Dental, Life insurance.
• Flexible Spending Accounts.
• Short-term and Long-term Disability.
• 401(k) with company-funded retirement contributions.
• Paid Time Off.
• Education & Development including Tuition Reimbursement.
• Student Loan Repayment Assistance.
• Voluntary Benefits including insurance for home, auto, vision and pets.