Customer Service Supervisor - Corrugated

Job Description

All jobs at Southern Champion Tray (SCT) require Team members to act in accordance with the shared Core Values and Operating principles of the company as they perform specific job functions. These include:

• Trustworthy We strive for our actions to match our words in all our relationships.
• Servant Hearted We enable and empower our team to serve the needs of customers, Team members, suppliers and the community.
• Relational We aim to build healthy relationships while fostering an environment that promotes compassion, balance, and personal and professional growth.
• Resourceful We value strategic insourcing, first looking to create solutions internally, and then looking to apply that knowledge to future opportunities.

SUMMARY:

As a Corrugated Customer Support Supervisor, you are the voice of the customer and the heartbeat of the new item and order process for the Fairfield operation. You will serve as a Subject Matter Expert (SME) for our custom and stock corrugated packaging, managing the entire lifecycle of customer orders from concept through delivery. This role requires a blend of strong business acumen, industry knowledge, and a "servant-hearted" approach to collaboration, ensuring every customer interaction is effortless and distinctive.

KEY RESPONSIBILITY:

1. Custom Project Management & Execution

• End-to-End Ownership: Owns project management during the complete order process, including entering sales orders, verifying quotes against purchase orders, and submitting approved art files. Work closely with the Technical Manager to clarify product specifications and to collaborate on any technical issues or roadblocks.
• Item Setup: Lead the "New Item" process by initiating specs, coordinating meetings with stakeholders, and creating all Master Item Specs within Radius.
• Approval Tracking: Monitor and verify all customer approvals, ensuring clear assignment for plate or die charges or missing elements before final release to production.
• Direct Shipments: Coordinate direct ship orders, including entry, tracking, and prompt status updates to Sales.

2. Cross-Functional Collaboration

• Internal Liaison: Act as the primary bridge between the Corrugated team and Structural Design (CAD), Graphics, Scheduling, Production, and Shipping departments.
• Production Alignment: Actively participate in daily production meetings to flag obstacles, update due dates, and disseminate customer forecast information.
• Team Leadership: Act as lead coordinator of meetings with key stakeholders related to issue resolution or process improvement for specific products. Works as coordinator between all functions within SCT to track, report and drive fulfilment and on time delivery.

3. Leadership

• Supervise : Review outstanding action items daily, assign tasks and providing guidance to junior team members to ensure workload balance and prioritization.
• Day to Day Leadership : Provide ongoing leadership and direction for order entry team members.
• Coaching : Train and develop direct reports utilizing corporate and local resources.
• Leadership Team : Reporting out department updates and metrics to broader leadership team members.
• Management : Interview, onboarding and training new team members. Conducting annual performance reviews.

4. Logistics & Supply Chain

• Shipping Coordination: Act as primary coordinator for all shipping logistics, including routing, load charges, and carrier scheduling with SCT Freight Team.
• Delivery Assurance: Consistently monitor shipment status to ensure on-time delivery and proactively communicate delays to Sales as well as internal production teams.
• Reverse Logistics: Oversee returns and internal/external credits, ensuring all paperwork and compliance standards are met.

5. Quality Assurance & Continuous Improvement

• Problem Solving: Partner with the Quality Manager to resolve customer complaints, process credits, and document root causes.
• Process Innovation: Actively seek opportunities to improve business processes that enhance customer value, internal efficiency, or profitability.
• Strategic Projects: Participate in continuous improvement initiatives, system upgrades, and act as SME for sales items and service continuous improvement teams.
• Project Coordination: Proven ability to manage multiple "New Item" setups simultaneously while tracking ongoing repeat orders without letting details slip.

6. Additional Expectations

• Sales Support: Proactively respond to Sales inquiries regarding product availability, technical specs, and production status. You are the voice and face of Fairfield to our sales team across SCT.
• Operational Support: Resource to Job Cost Auditor and to Technical Manager for analysis and job history.

QUALIFICATIONS:

EDUCATION: High School Diploma or GED required. A Bachelors degree in business, Supply Chain, or a related field is strongly preferred.

EXPERIENCE: Minimum of 5+ years of experience in a Account Management or similar customer-facing role.

• Critical Requirement: Experience in corrugated packaging, print production, or the paper conversion industry, is highly valued.
• Preferred: Progressive experience in Customer Service including team leadership.
• Advanced proficiency in Microsoft Office (Excel, Word, Outlook) is required.
• Experience with ERP or MRP software (specifically Radius or similar manufacturing systems) is a major plus for entering complex orders and tracking production.
• Adaptability: Demonstrates a "bias for action"able to pivot quickly when production schedules change or urgent customer issues arise, maintaining a solution-oriented mindset

LANGUAGE SKILLS:

• Must have the ability to read and understand complex documents, letters, etc. and write legibly in English.
• Must be able to understand and speak clearly, and communicate in English.

MATHEMATICAL SKILLS:

• Must have the ability to add, subtract, multiply, and divide both fractions and decimals, solve equations, read measurements. Use formulas to calculate and analyze data.

PHYSICAL DEMANDS:

• While performing the duties of this job, regularly required to walk, stand, use hands to finger, handle or feel objects, reach with arms and hands.
• Ability to lift/move up to 25 pounds.
• A person must be able to perform these functions for a minimum of 8 hours straight (with any applicable breaks during day) on a regular basis. The physical demands described here are representative of those that must be met by a Team member successfully performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, but the essential functions cannot be eliminated or performed by others.

WORK ENVIRONMENT:

• Normal office environment. The work environment characteristics described here are representative of those a Team member encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, but the essential functions cannot be eliminated or performed by others.