Manager, Customer Service

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Basic Job Functions The Customer Support Manager is responsible for ensuring Accupac, Inc. provides its customers with the best possible service in meeting their contract manufacturing and packaging needs. They work with customers and other company areas to ensure projects are completed on time, with the correct quantity, and within customer specifications. This position serves as the main communication link between the customer and Accupac, and is responsible for higher‑level planning and management of new projects at Accupac. Essential Functions of the Job Must have detailed knowledge of all aspects of their customer’s business. Maintain follow‑up files on all customer service issues. Administer all systems aspects of their customer’s projects, including entering of sales orders, part numbers, bills of materials, formulae, pricing, etc. Communicate customer requirements to the rest of the organization via email, written communication, and pre, prior, and post‑production meetings. Keep the director of customer support up to date on progress of their accounts. Issue a bi‑weekly summary report to customers outlining the status of their orders. Follow up on all materials needed to produce their customer’s orders to support production. Control customer projects from order origination to final approval and shipment per customer specifications. Communicate customer priorities to the scheduling group. Work with quality assurance group to ensure products are being made to customer specification. Direct materials group in dispositioning excess and obsolete materials. Report monthly on orders completed, nonconformances, materials not on B.O.M. or S.O., QA issues, visitors, customer specialty data, accomplishments, and initiatives. Report at weekly project summary meeting on status of their accounts. Maintenance of customer files. Research and solve customer service problems, proactively initiate assistance when necessary, and track progress until final resolution is achieved. Evaluate, initiate and conduct and follow‑up on meetings with customers and within Accupac. Develop and distribute job orders describing customer projects for the rest of the organization. Make sure that all inventory, quality and procedural requirements for production have been met the Wednesday before production. Conduct conference calls with customers, summarize, and follow up. The Customer Support Manager should exercise good judgment in resolving issues which arise as part of day‑to‑day interaction with internal and external customers. Responsible for maintaining Accupac’s meeting of customer measurements. Perform all other duties as assigned. Position Requirements Minimum Requirements of the Job Fluency in written and spoken English. Ability to read, analyze and interpret customer specifications, orders, reports and correspondence. Ability to write reports, business correspondence and meeting agendas. Ability to effectively present information and respond to questions from customers and Accupac employees. Ability to use common sense to carry out instructions, furnished in written, oral or diagram form. Must consistently present a professional appearance. Need to represent company at external industry functions. Ability to type and use all forms of office equipment. Ability to maintain working and archived files in an organized manner. Ability to work independently and maintain order. Ability to receive, synthesize, organize and communicate action plans for many different activities at the same time. Ability to coordinate efforts of other departments in adhering to business cycle. Transportation to and from events during and after work hours. Ability to initiate, pursue resolution, and report follow‑up to concerns regarding an individual order status or customer standing. Possess experience using personal computers and mainframe operating systems. Physical Requirements Walking/standing on concrete floors for up to 3 hours per day and long distances. Standing for 40‑50% of the work day. Sitting for 80‑90% of the work day. Bending/stooping repeatedly. Lift/carry items up to 40 pounds. Pushing/pulling items up to 75 pounds. Hear/execute clear speech, in person and over the telephone. Hear phones ring, alarms sound through ambient noise and everyday conversation. Ability to ride in car for up to 4 hours per day and long distances. Possess peripheral vision. Supervisory Responsibilities: Yes Travel: Yes Education and/or Experience: Must have a BA or BS degree with 3 years of related experience and/or training. Must have a background in manufacturing, pharmaceutical a plus. Full‑Time/Part‑Time Full‑Time Shift -not applicable- Position Manager, Customer Service Location Detwiler This position is currently accepting applications. #J-18808-Ljbffr Accupac