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Customer Service Manager (148331)JacksonMichigan.

Customer Service Manager (148331)

Jackson | Michigan | United States | 49203

 

The Customer Service Manager will assist in managing and promoting the corporate vision, mission statement and core values. The Customer Service Manager will lead and motivate others to deliver exceptional customer service. Assist in maintaining effective communications between customer service and sales, design, production and shipping. Responsible for the processes and systems related to the servicing customers and support of sales staff. Directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction. Provides team members with the appropriate training, tools, direction and motivation to enable their success.

 

 

ESSENTIAL DUTIES AND RESPOSIBILITIES include the following:

 

I.            Lead Customer Service and Design Team to Achieve Corporate Goals

A.     Develop customer service in support of Packaging strategy and objectives.

B.      Assure that Customer Service Reps are fulfilling roles and responsibilities as defined by the specific job description

 

II.            Build and Maintain an Effective Customer Service team

A.     Encourages team members to look for opportunities for process simplification and improvements.

B.      Directs the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display.

C.      Designs and reports individual and departmental performance metrics for continuous improvement.

D.     Challenges team members in providing exceptional support to both external and internal customers.

E.      Focuses on helping team members improve their skills and knowledge through day-to-day coaching.

 

III.            Manage “Quality” of Customer Service

A.     Maintain the customer comment and complaint log

 

IV.            Assist Management in obtaining profitability goals

A.     Pricing of existing customers

B.      Aged Inventory

 

V.            Performs other related duties as assigned.

 

QUALIFICATIONS

  • Minimum of five years of direct customer service management within a manufacturing environment, preferably in corrugated industry.
  • Experience in preparing and managing customer service, customer service budgets, profit and loss knowledge.
  • Excellent interpersonal, time management and planning skills.  Ability to work independently. Attentive to details.
  • Proficient with MS Office: Word & Excel

 

COMPETENCIES

  • Business Acumen.
  • Leadership.
  • Customer/Client Focus.
  • Problem Solving/Analysis.
  • Process Management.
  • Communication Proficiency.
  • Teamwork Orientation.

 

SUPERVISORY RESPONSIBILITIES

  • Has Direct Reports

 

EDUCATION

  • Bachelor degree preferably in related business or a minimum of five years related experience in the corrugated industry.

 

PHYSICAL DEMANDS

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

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