CUSTOMER SERVICE MANAGER

Minigrip - Livonia, MI

Full-time - Mid Level

Onsite - Livonia, MI

Printing and Related Support Activities

About the position

The Customer Service Manager at Fantapak is responsible for leading the customer service department to ensure operational success and high levels of customer satisfaction. This role involves managing a team, overseeing daily operations, and collaborating with various internal departments to meet customer needs and drive sales growth. The position requires strong leadership skills and the ability to handle high-pressure situations effectively.

Responsibilities

• Oversee the day-to-day operations of the customer service team, ensuring timely processing of customer orders and inquiries.
• Administer policies, work rules, disciplinary actions, performance reviews, and skill development for direct reports.
• Monitor performance metrics within the customer service team and strive for continuous improvement.
• Lead the customer service team to effectively communicate customers' needs and expectations to internal departments.
• Develop and promote a positive culture to provide high levels of service among customer service team members.
• Obtain sales and usage forecasts and set up program details for large projects, ensuring successful implementation.
• Maintain up-to-date knowledge of Fantapak products and keep the team and customers informed.
• Manage quality issues, customer returns, and credit memos through the complaint workflow system.
• Actively manage expenses and contribute to the company's financial reporting and budgeting requirements.
• Execute other duties as requested by higher management.

Requirements

• Bachelor's Degree preferred.
• Minimum 3 - 5 years of Sales or Customer Service Management experience.
• Experience leading a team to achieve company goals and objectives.
• Excellent customer relations skills.
• Strong organizational skills, multi-tasking skills, and attention to detail.
• Strong verbal and written communication skills.
• Ability to manage high-pressure and difficult situations effectively.
• Willingness to accommodate non-standard work hours as necessary.
• Capable of managing job-related stress and fostering productive workplace interactions.

Benefits

• Medical
• Dental
• Life Insurance
• 401k
• Paid Time Off / Vacation
• Competitive Pay