Customer Service Manager

Customer Service Manager

We are looking for an experienced Customer Service Manager for our Louisville, KY, Hood Container Packaging Services Plant who can deliver excellent service and build relationships with our customers through each interaction. Strong organizational, teamwork, and self-starter skills will lead to success in this role. You will be responsible for supervising the department and providing leadership during the day-to-day operation. Be a key player in achieving the goals and objectives of the facility. This role partners with all departments in the plant and reports to the Plant Manager.

What it takes:

• Bachelor's degree or equivalent work experience
• 5+ years of experience in a leadership position within customer service, sales, or a sales support environment
• 2+ years of experience in a manufacturing, industrial, or warehousing environment.
• Experience using Microsoft Office, i.e., Word, Excel, PowerPoint
• Warehouse or inventory management experience is a plus
• Previous experience with daily production/demand planning and procurement
• Knowledge of Bill of Materials and quoting/pricing
• Attention to detail with the ability to handle multiple tasks simultaneously
• Analytical skills and independent decision-making.
• Microsoft Office with an emphasis in Excel

How you will contribute:

• Provide strategy, direction, and leadership to the Louisville Account Manager/Coordinator team.
• Partner with production leadership, shipping, and scheduling to review product backlog and production performance to identify opportunities for improvement.
• Review and ensure that all plant goals and on-time deliveries are being met.
• Generate and review daily booking reports.
• Make account assignments and communicate account assignments to all personnel including a backup plan.
• Pricing authority on all reorders within the approved guidelines.
• Oversee quote generation.
• Assist in handling customer escalations and resolving complex customer issues. Work closely with the Account Manager team, sales, quality leader, and plant management to address customer complaints, provide satisfactory solutions, and ensure timely resolution.
• Assist in the training and development of Account Manager/Coordinators by supporting the implementation of training programs to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service by conducting regular department meetings and one-on-one meetings.
• Continuously evaluate processes, policies, and procedures and make improvements where appropriate.
• Operating System champion. Ensure this tool is configured to generate accurate cost estimates. Attend software training. Collaborate with IT Leader to resolve issues.

Our Commitment: Our goal is to be a diverse workforce representative of the citizens and customers we serve. We are committed to building a team with a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Our Story: Hood Container Corporation is a family-owned, mill to market company specializing in containerboard and kraft paper, corrugated boxes, high graphic displays and contract packaging. Our commitment to customer happiness, employee well-being, environmental stewardship, and operational excellence drive our business. Over the last eight years Hood Container Corporation has grown to become one of the top ten Paper and Packaging Companies in the United States. Our integrated company resources allow for a unique dynamic that evolves with every addition to our geographic footprint. We excel at offering the benefits of a large corporation, while operating as a boutique business building close relationships with our customers.

Our Mission: Through our unwavering commitment to safety, innovation, and sustainability, we passionately deliver indispensable value to our customers, employees, suppliers, communities, and stakeholders.

Our Vision: A unified culture that creates innovative customer solutions

We aim to cultivate a diverse workforce that reflects the citizens and customers we serve at all job levels. We are committed to assembling a team that incorporates a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.