Customer Service Manager
Customer Service Manager
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Job Description
At American Packaging Corporation (APC) youll find the packaging career youve been looking for. With competitive salaries excellent benefits 401(k) plans and tuition reimbursement programs we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century APCs longstanding success is fueled from the inside out. Were constantly seeking to improve our internal operations and were named a Best of the Best in the Best workplaces in the Americas awards for 12 years in a row. Its how and why we engage the best and brightest talent to continue propelling our shared success into the future.
LOCATION: Columbus WI
SUMMARY: Directs and coordinates customer service activities for the Assigned COE.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Manager Customer Service function.
- Accomplishes objectives by recruiting selecting orienting training assigning scheduling coaching counseling and disciplining employees
- Communicating job expectations
- Planning monitoring and reviewing job contributions
- Enforcing policies and procedures
- Manage customer service issues including terms of sale.
- Monitors inventory so aged material can be shipped or pre-billed
- Provides input for Customer Service Representative performance reviews.
- Manages Expedited freight
- Solve problems analyze situations/behaviors and prioritize responsibilities.
- Handle complex and escalated customer service issues and follows through to resolution.
- Improving customer service experience created engaged customers and facilitate organic growth.
- Corresponds with company sales force as needed to address customer issues.
- Provides training for the Customer Service Representative Positions and updates training documents as appropriate.
- Contacts other departments and locations within the organization to obtain and provide information.
- Prepares reports as per customer needs and requests.
- Monitor accuracy of reporting and data base information
- Establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
- Identify and implement systems/processes improvements that provide best business practices as it relates to customer order entry order pricing and inventory reporting.
- Improves customer service quality by studying evaluating and re-designing processes establishing and communicating service metrics monitoring and analyzing results implementing change as a result.
- Any other assigned responsibilities.
QUALIFICATION REQUIREMENTS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Ideal candidates will possess a Bachelors degree (B. A.) from a four-year college or university or equivalent experience. Three to five years related experience in the flexible packaging industry which include: Inside Sales/Sales Service/Customer Service experience Marketing experience Pricing background and Sound technical knowledge/ability.
LANGUAGE SKILLS
Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations. Ability to write reports business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers clients customers and the general public.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference and fractions percentages ratios and proportions to practical situations.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written oral diagram or schedule form.
OTHER SKILLS & ABILITIES
Candidate must possess/exhibit the following skills/abilities:
- Not necessary
- Accuracy: uncompromised
- Radius Print Flow Work Front
- Coaching ability
- Communication Skills: technical information internal/external customers all levels of employees
- Conflict Resolution
- Confidentiality
- Deadlines
- Detail: attention to
- Independence
- Innovation: constantly re-develop systems
- Motivate: others
- Multiple projects/priorities/deadlines
- Negotiation ability
- Organizational skills
- Presentation skills
- Professionalism/professional demeanor
- Project Management
- Safety
- Software: Microsoft Office Suite
- Team: work as a member with all employees
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is frequently required to sit and use hands to finger handle or feel objects tools or controls. The employee is occasionally required to reach with hands and arms stand walk stoop kneel crouch or crawl and climb or balance. The employee is regularly required to hear.
The employee must occasionally lift and/or move up to 50 pounds. Any lifting over 50 pounds would require assistance. Specific vision abilities required by this job include close vision distance vision and the ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
American Packaging Corporation is committed to equal opportunity for all without regard to race religion color national origin citizenship sex sexual orientation gender identity age veteran status disability genetic information or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. EOE/AA Disability/Veteran.
If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position please contact our Human Resources department at:
Required Experience:
Manager
Employment Type
Full Time
