Customer Service Manager

Mauser Packaging Solutions is a global leader in solutions and services across the packaging lifecycle providing large and small metal plastic fiber and hybrid packaging worldwide to companies in industries from food beverage personal care and pharmaceuticals to chemicals petrochemicals agrochemicals and paints. Bringing together the very best of its four legacy companies BWAY MAUSER Group NCG and ICSMauser Packaging Solutions offers its customers true sustainability at scale.

Position Summary:

The Customer Service Manager leads the Customer Service team and oversees the order management process from order entry through shipment and post-shipment review. This position ensures the team serves as an effective liaison between Mauser Packaging Solutions and its customers providing timely support for order changes service issues documentation requirements and customer concerns

The Customer Service Manager partners with Planning Sales Pricing Operations Shipping Transportation Accounts Receivable Quality and Plant Management to ensure orders are processed accurately customer expectations are effectively managed and service risks are addressed. This role also monitors key performance indicators analyzes trends and develops action plans to improve customer satisfaction team performance and order management efficiency..

Responsibilities:

• Lead coach and develop a high-performing Customer Service team.
• Assign work manage coverage and monitor individual and team performance.
• Conduct regular meetings to review priorities goals training and company updates.
• Oversee customer orders from entry through shipment and post-shipment review.
• Ensure order changes cancellations backorders and shipping instructions are processed accurately and on time.
• Investigate customer issues perform root-cause analysis and coordinate corrective actions.
• Build strong customer relationships and gather feedback regarding service forecasts and business trends.
• Monitor customer satisfaction and address recurring service concerns.
• Partner with Sales Planning Operations Pricing Accounts Receivable Quality Transportation and Plant Management.
• Communicate delays shortages and service risks to customers and internal stakeholders.
• Review ordering patterns forecasts and sales data to support operational planning.
• Oversee customer returns credits short pays claims and pallet or dunnage returns.
• Support efforts to reduce slow-moving and obsolete inventory.
• Oversee stocking agreements consignment programs customer portals and customer-specific requirements.
• Ensure customer master data pricing contacts and shipping instructions remain accurate.
• Support new customer item artwork and plant-to-plant business transfers.
• Review operational reports including open orders shipments invoices forecasts and OTIF performance.
• Identify service trends risks and process improvement opportunities.
• Maintain procedures training materials and documentation standards.
• Monitor compliance with policies procedures and performance expectations.
• Support hiring onboarding employee development and performance management.
• Drive improvements in accuracy efficiency accountability and customer satisfaction.
• Perform other duties as assigned.

Requirements:

• Bachelors degree and three to five years of related experience; more than five years of customer service leadership experience may be considered in lieu of a degree.
• Proven customer service leadership experience.
• B2B customer service or account management experience required.
• Manufacturing experience strongly preferred.
• Intermediate Excel skills including pivot tables VLOOKUPs and data visualization.
• SAP experience preferred; demonstrated proficiency with another ERP system will be considered.
• Working knowledge of lean manufacturing AR/AP processes forecasting and sales order management.
• Strong analytical organizational and problem-solving skills.
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Ability to balance customer needs with company policies and business objectives.
• Self-directed and capable of driving efficiency and continuous improvement across the order management process.