Customer Service Manager

Responsibilities Investigates and resolves any customer issues (i.e. delayed backorders) & performs root cause analysis to make improvements with cross‑functional teams. Leads, trains, and develops a team of high‑performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training and new company information. Builds strong relationships with customers and actively solicits feedback about company performance, forecasts, and business trends; troubleshoots supplier/customer satisfaction ratings. Reviews, analyzes and executes replenishment planning for assigned product categories; manages purchase orders to support inventory plan & expedites orders based on customer demands/forecasts. Supports inventory strategies and policies by maintaining and auditing system data for assigned product lines (i.e. customer product and pallet return processes, customer credits and short pays). Provides input to operations team to help facilitate production and shipping schedules to meet requirements; communicates changes that may negatively impact customers to sales/plant leadership. Reduces slow‑moving inventory (SLOB) by determining the supplies and materials needed for customer orders and manages process of expediting sales orders into shipments during incentive programs. Analyzes ordering patterns and sales data to aid in production and sales forecasting, communicates to plant leadership as necessary. Performs other duties as assigned. Requirements Bachelor’s Degree and 3‑5 years of experience preferably in a similar or related field. Experience exceeding 5+ years in a customer service leadership role will be considered in lieu of a degree. Previous customer service leadership experience with proven growth and demonstrated success. Manufacturing experience strongly preferred. B2B experience/account management required. Intermediate Excel skills – pivot tables, VLOOKUPs, data visualization. SAP preferred but demonstrated competency in other ERP systems will be considered. Entrepreneurial/self‑starter—someone who can step in and drive efficiency and process improvement across the order management process. Experience with lean manufacturing practices, AR/AP accounting, forecasting, and sales order processes. Detail‑oriented with strong analytical skills; ability to multi‑task well in a fast‑paced environment. Exceptional customer service skills in handling issues in both the interest of the customer and Mauser. Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. #J-18808-Ljbffr Mauser Packaging Solutions