The Customer Service Manager will champion service excellence, and ensure the delivery of high-quality customer experiences to internal and external customers to facilitate organic growth and create engaged customers. As the critical link between the customer, office, and plant, the Customer Service manager takes ownership of customer issues and follows problems through to their resolution, setting a clear mission and deploying best practice strategies focused on achieving it in an efficient, profitable manner to increase customer loyalty, retention, and profitability.
Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements):
-
Supervise day-to-day operations within the Customer Service Department to ensure timeliness, accuracy, quality and performance standards
-
Improve customer service experience by operationalizing personalized service to create engaged customers and facilitate organic growth
-
Take ownership of customers issues and follow problems through to resolution
-
Set a clear mission and leverage best practices to deploy strategies focused towards that mission
-
Develop and implement service procedures, policies and standards
-
Develop and track Customer Service KPI’s, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin
-
Recruit, mentor and continuously develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
-
Control resources and utilize assets to achieve qualitative and quantitative targets
-
Maintain orderly workflow based on business and customer priorities
-
Keep accurate records and document customer service actions and discussions
-
Prepare proposals and miscellaneous correspondence
-
Participate as an active member of the Customer Service Committee
-
Stay ahead of industry’s developments and apply best practices to areas of improvement
-
Keep executive team, office and plant teams up to date on trends, potential service issues and opportunities
-
Collaborate and encourage team collaboration with internal customers
-
This is a team-based role and will require other duties as needed.
- Bachelor’s degree preferred but not required.
- Minimum of 10 years of progressive customer support experience.
- Proven experience in a manufacturing or industrial environment, preferably within the packaging industry.
-
Strong knowledge of accounting principles, financial regulations, and reporting standards.
-
Excellent analytical, strategic thinking, and problem-solving skills.
-
Strong leadership and team management abilities.
-
Exceptional communication and interpersonal skills.
-
Proficiency in Salesforce or a similar CRM.
- Outstanding communication and presentation skills – able to communicate information in sound business language so people of all levels can understand.
-
Advanced computer skills, specifically in Excel.