Customer Service Manager

The Customer Service Manager is responsible for directing and coordinating the plant customer services functions in the most effective and professional manner to ensure that the customers’ needs are exceeded.

PRINCIPLE ACCOUNTABILITIES:

• Provide ongoing support and direction to Customer Service Representatives to ensure accurate and complete order entry, processing, on-time delivery, and invoicing.
• Interact with scheduling, production, and shipping departments to maintain on-time delivery.  Ensure customers’ expectations are exceeded, especially on first orders. 
• Coordinate new customer requests for product samples, specifications, pricing, and availability with various departments i.e. design, sales, production etc.
• Provide on-going direction, guidance, training, and support to staff which includes making personnel decisions on employee hire, compensation, evaluation, and disciplinary action.
• Strive to continuously improve the customer service standards by establishing, developing, and supporting plant goals and quality standards. 
• Investigate and resolve customer complaints including billing issues or credit requests, and communicate common problems to internal departments as necessary. 
• Recommend changes and improvements to products, services, policies, and operations to better fulfill customer needs.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just in time schedules; including taking physical inventory at month end. 

BASIC REQUIREMENTS:

• Education equivalent to a bachelor’s degree. 
• Seven (7) years’ previous work experience in a customer service role. 
• Previous experience in managing people with experience in hiring, coaching, performance development, and corrective action.
• Demonstrable experience handling customer orders on an order entry system, maintaining / building strong positive customer business relationships and estimating and pricing orders.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.

PREFERRED REQUIREMENTS: 

• Bachelor’s degree in Business.
• Previous experience using an automated order entry system. 
• Experience in the manufacturing sector, containerboard and corrugated packaging industry.  

KNOWLEDGE, SKILLS & ABILITIES:

• Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong attention to meeting and exceeding customer expectations. 
• Ability to network and build relationships with individuals of various experience and corporate positions. 
• Strong active listening, evaluating, and problem solving skills.
• Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.
• Ability to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.